Customer focused service development in practice: A case study at Scandinavian Airlines System (SAS)

International Journal of Service Industry Management

Volumn 10, Issue 4, 1999, Pages 344-358

  Gustafsson, Anders ^a   Ekdahl, Fredrik ^b   Edvardsson, Bo ^a  

^a KARLSTAD UNIVERSITY   (Sweden)

^b LINKÖPING INSTITUTE OF TECHNOLOGY   (Sweden)

Author keywords

Airlines; Consumer behaviour; SAS; Service levels; Video

Indexed keywords

EID: 0033420041     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564239910282299     Document Type: Article

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