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- Blomqvist, O., et al.
(författare)
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Non-geometric Plackett-Burman Designs in Conjoint Analysis - A Way to Improve Predictions
- 1998
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Ingår i: INFORMS.
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Bokkapitel (refereegranskat)abstract
- In their paper they use a non-geometric design to generate the concepts. Non-geometric designs represents a class of orthogonal designs that when the assumption of effect sparsity is valid, i.e. that only a few of the attributes actually influence the respondents' preferences, provide an opportunity to analyze interactions between attributes as well as the attributes themselves. In this article the use of non-geometric Plackett-Burman designs for conjoint analysis is advocated. Also, a procedure based on restricted all subsets regression for taking advantage of the special characteristics of the non-geometric designs is proposed and demonstrated using data from a conjoint study performed on cellular phone antennas in Sweden. Blomkvist, Ekdahl and Gustafsson also conducted a Monte Carlo simulation to further illustrate the properties of the proposed procedure and the use of non-geometric Plackett-Burman designs for conjoint analysis
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| 3. |
- Ekdahl, F., et al.
(författare)
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Customer Focused Product Development in Practise - A Case Study at Scandinavian Airlines System
- 1998
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Konferensbidrag (refereegranskat)abstract
- 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 Many airline companies have lost track of the true needs of their passengers and are trapped in outdated views of what airline services is all about.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
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| 5. |
- Ekdahl, F., et al.
(författare)
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QFD for Service Development a Case Study from Telia Mobitel
- 1997
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Konferensbidrag (refereegranskat)abstract
- In this paper the application of QFD for service development is discussed based on a case study from a Swedish telecommunications company. The case study in the paper presented is, however, not a "QFD success story". Instead, it illustrates how Telia Mobitel (Telia) used QFD, what did not quite work out, and how they continued to work instead. Also, the paper provides brief introductions to some of the methods used for service design and for collecting the voice of the customer in a service design context
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| 6. |
- Gustafsson, Anders, et al.
(författare)
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Customer Focused Product Development in Practise - A Case Study at Scandinavian Airlines System (SAS)
- 1999
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Ingår i: International Journal of Service Industry Management. - 0956-4233 .- 1758-6704. ; 10:4
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Tidskriftsartikel (refereegranskat)abstract
- 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
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