There are numerous examples of decisions (some good and others that could be considered "lessons learned") related to the extended marketing mix. Consider :

• The front-line employees that interact with passengers and the roles they perform
• The processes involved with providing service at the airport and in-flight, to include handling complaints
• The physical cues presented in the airport and airline servicescapes

Perform a search and identify a real-world situation that involves an example of People, Process, and/or the Physical Evidence decisions. pls add reference.