Customer-oriented service development at SAS

Managing Service Quality: An International Journal

Volumn 9, Issue 6, 1999, Pages 403-410

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

^a LINKÖPING UNIVERSITY   (Sweden)

^b KARLSTAD UNIVERSITY   (Sweden)

Author keywords

Airlines; Customer orientation; Product development; Service quality

Indexed keywords

EID: 84986132624     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604529910304116     Document Type: Article

References (7)

1. Brown, S.L. and Eisenhardt, K.M. (1995), “Product development: past research, present findings, and future directions”, Academy of Management Review, Vol. 20 No. 2, pp. 343-78.
2. Cooper, R.G. (1993), Winning at New Products – Accelerating the Process from Idea to Launch, 2nd ed., Addison Wesley, New York, NY.
3. Dussauge, P., Hart, S. and Ramanantsoa, B. (1992), Strategic Technology Management, John Wiley & Sons, Chichester.
4. Edvardsson, B. (1997), “Quality in new service development: key concepts and a frame of reference”, International Journal of Production Economics, Vol. 52, pp. 31-46.
5. Holmlund, M. (1997), “Perceived quality in business relationships”, Report No 66, Swedish School of Economics, Helsinki.
6. Kano, N., Seraku, N., Takahashi, F. and Tsuji, S. (1984), “Attractive quality and must-be quality”, (in Japanese), Hinshitsu, Vol. 14 No. 2, pp. 147-56.
7. Paulin, U. (1997), “Service development from theory to practise”, in Gustafsson, A., Bergman, B. and Ekdahl, F. (Eds), Proceedings of the Third Annual International QFD Symposium: Volume 1, Linköping University, Linköping, pp. 109-18.