Involvering av kunder vid tjänsteutveckling hos flygbolag
作者： Lily Boström , Ellinor Markusson
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摘要: Titel: Involvering av kunder vid tjansteutveckling hos flygbolag Universitet: Lunds universitet, Campus Helsingborg, Institutionen for Service Management och tjanstevetenskap Kurs: KSKK01 Management, Examensarbete kandidatexamen, 15 hp Forfattare: Ellinor Markusson & Lily Bostrom Handledare: Malin Zillinger Nyckelord: Innovation, tjansteutveckling, kundinvolvering, flygbransch Syfte: Att undersoka om aktorer inom flygbranschen involverar sina vilka tillvagagangssatt som i sadana fall anvands. Metod: For att uppna syftet har vi anvant en kvalitativt inriktad forskningsmetod, dar empirin bestar tva dokumentanalyser sju semi-strukturerade intervjuer. Slutsatser: Vi kan konstatera flygbolagen var studie tjansteutveckling. De metoder anvander kundinvolvering ar: My SAS Idea, recensionsfunktionen pa Facebook, direktkontakt med kunderna, enkatundersokningar, fokusgrupper samt evenemang kundtraffar. Genom anvanda dessa uppstar det variation samspelsgrader mellan foretag kund. Flygbolagens motiv till involvera kunderna utvecklingen tjanster ar de samspel dem skapa attraktiv tjanst anpassad marknaden, vilket viktig konkurrensfordel. Slutligen fann foretagsstorleken inte hade nagon inverkan kundinvolveringen
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