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Customer Focused Product Development in Practise - A Case Study at Scandinavian Airlines System
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.ORCID iD: 0000-0001-8278-1442
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.
1998 (English)Conference paper, (Refereed)
Abstract [en]

The airline industry will be going through dramatic changes in the years to come. This is due foremost to altered customer demands and expectations but also to deregulation of the airline business. Many airline companies have lost track of the true needs of their passengers and are trapped in outdated views of what airline services is all about. The paper illustrates how Scandinavian Airlines System (SAS) has tried to set a new standard for customer focused services. Part of this effort was a thorough investigation into the concerns of the customers throughout the entire travel experience. Based on the results, SAS has tried to build an understanding for their passengers and today they develop services founded on what SAS believes are the customers' true needs and expectations

Place, publisher, year, edition, pages
1998.
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-17964OAI: oai:DiVA.org:kau-17964DiVA: diva2:591583
Conference
QUIS6
Available from: 2013-01-21 Created: 2013-01-21 Last updated: 2014-12-11

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