Toru Gengo Kazuo Furuta Taro Kanno Katsuya Fukumoto Development of Service Performance Indicators for Operations Management in Airline. 263-272 2010 JSAI-isAI Workshops http://dx.doi.org/10.1007/978-3-642-25655-4_25 conf/jsai/2010 db/conf/jsai/jsai2010.html#GengoFKF10