7. People
Being a service industry it has two types of customers: External Customers (Passengers) Internal Customers (Employees) Kingfisher Airlines uses the term “Guests” for its external customers. Dr Mallya tells his crew to treat every guest “In the same way as if they have visited his home.” In an airline, Cabin Crew play an important role because they are the ones who deliver the service and therefore they are termed as The Walking Billboards of an organization.