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Customer Focused Product Development in Practise - A Case Study at Scandinavian Airlines System (SAS)
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.ORCID iD: 0000-0003-2705-0836
1999 (English)In: International Journal of Service Industry Management, ISSN 0956-4233, E-ISSN 0956-4223, International Journal of Service Industry Management, Vol. 10, no 4Article in journal (Refereed) Published
Abstract [en]

The airline industry will be going through dramatic changes in the years tocome. This is due foremost to altered customer demands and expectations butalso to deregulation of the airline business. Many airline companies havelost track of the true needs of their passengers and are trapped in outdatedviews of what airline services are all about. The paper illustrates howScandinavian Airlines System (SAS) has carried out thorough investigationsinto the concerns of the customers throughout the entire travel experience.Based on the results, SAS has developed new services and re-designed oldservices. One of the key issues in the paper is the way SAS has chosen todevelop the new services, namely to allow the passengers to define theprocess as opposed to defining it from the company perspective

Place, publisher, year, edition, pages
1999. Vol. 10, no 4
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-17965OAI: oai:DiVA.org:kau-17965DiVA: diva2:591584
Available from: 2013-01-21 Created: 2013-01-21 Last updated: 2015-10-02Bibliographically approved

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