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Customer Focused Pr...
Customer Focused Product Development in Practise - A Case Study at Scandinavian Airlines System
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Ekdahl, F. (författare)
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- Gustafsson, Anders (författare)
- Karlstads universitet,Centrum för tjänsteforskning,Avdelningen för företagsekonomi
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- Edvardsson, Bo (författare)
- Karlstads universitet,Centrum för tjänsteforskning,Avdelningen för företagsekonomi,SAMOT
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(creator_code:org_t)
- 1998
- 1998
- Engelska.
- Relaterad länk:
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https://urn.kb.se/re...
Abstract
Ämnesord
Stäng
- 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 Many airline companies have lost track of the true needs of their passengers and are trapped in outdated views of what airline services is all about.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
Ämnesord
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
Nyckelord
- Business Administration
- Företagsekonomi
Publikations- och innehållstyp
- ref (ämneskategori)
- kon (ämneskategori)