{"id":"https://openalex.org/W1963872967","doi":"https://doi.org/10.1108/09564239910282299","title":"Customer focused service development in practice \u2013 A case study at Scandinavian Airlines System (SAS)","display_name":"Customer focused service development in practice \u2013 A case study at Scandinavian Airlines System (SAS)","publication_year":1999,"publication_date":"1999-10-01","ids":{"openalex":"https://openalex.org/W1963872967","doi":"https://doi.org/10.1108/09564239910282299","mag":"1963872967"},"language":"en","primary_location":{"id":"doi:10.1108/09564239910282299","doi":"https://doi.org/10.1108/09564239910282299","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09564239910282299","pdf_url":null,"source":{"id":"https://openalex.org/S109460507","display_name":"International Journal of Service Industry Management","issn_l":"0956-4233","issn":["0956-4233","1758-6704"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Service Industry Management","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5101448713","display_name":"Anders Gustafsson","orcid":"https://orcid.org/0000-0001-8278-1442","observed_orcids":["https://orcid.org/0000-0001-8278-1442","https://orcid.org/0000-0002-6589-8662"]},"institutions":[{"id":"https://openalex.org/I43968019","display_name":"Karlstad University","ror":"https://ror.org/05s754026","country_code":"SE","type":"education","lineage":["https://openalex.org/I43968019"]}],"countries":["SE"],"is_corresponding":false,"raw_author_name":"Anders Gustafsson","raw_affiliation_strings":["Karlstad University, Sweden","Karlstad Univ., Sweden#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Karlstad University, Sweden","institution_ids":["https://openalex.org/I43968019"]},{"raw_affiliation_string":"Karlstad Univ., Sweden#TAB#","institution_ids":["https://openalex.org/I43968019"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5001437784","display_name":"Fredrik Ekdahl","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I102134673","display_name":"Link\u00f6ping University","ror":"https://ror.org/05ynxx418","country_code":"SE","type":"education","lineage":["https://openalex.org/I102134673"]}],"countries":["SE"],"is_corresponding":false,"raw_author_name":"Fredrik Ekdahl","raw_affiliation_strings":["","Link\u00f6ping University, Institute of Technology, Sweden","(Link\u00f6ping University, Institute of Technology, Sweden, and)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"","institution_ids":[]},{"raw_affiliation_string":"Link\u00f6ping University, Institute of Technology, Sweden","institution_ids":["https://openalex.org/I102134673"]},{"raw_affiliation_string":"(Link\u00f6ping University, Institute of Technology, Sweden, and)","institution_ids":["https://openalex.org/I102134673"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5012900375","display_name":"Bo Edvardsson","orcid":"https://orcid.org/0000-0003-2705-0836","observed_orcids":["https://orcid.org/0000-0003-2705-0836"]},"institutions":[{"id":"https://openalex.org/I43968019","display_name":"Karlstad University","ror":"https://ror.org/05s754026","country_code":"SE","type":"education","lineage":["https://openalex.org/I43968019"]}],"countries":["SE"],"is_corresponding":false,"raw_author_name":"Bo Edvardsson","raw_affiliation_strings":["Karlstad University, Sweden","Karlstad Univ., Sweden#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Karlstad University, Sweden","institution_ids":["https://openalex.org/I43968019"]},{"raw_affiliation_string":"Karlstad Univ., Sweden#TAB#","institution_ids":["https://openalex.org/I43968019"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":97,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":99},"biblio":{"volume":"10","issue":"4","first_page":"344","last_page":"358"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.7494999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.7494999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.22830000519752502,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11599","display_name":"Aviation Industry Analysis and Trends","score":0.018699999898672104,"subfield":{"id":"https://openalex.org/subfields/2000","display_name":"General Economics, Econometrics and Finance"},"field":{"id":"https://openalex.org/fields/20","display_name":"Economics, Econometrics and Finance"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/airline-services","display_name":"airline services","score":0.7950000166893005},{"id":"https://openalex.org/keywords/passenger-needs","display_name":"passenger needs","score":0.7059999704360962},{"id":"https://openalex.org/keywords/customer-expectations","display_name":"customer expectations","score":0.6570000052452087},{"id":"https://openalex.org/keywords/airline-deregulation","display_name":"airline deregulation","score":0.859000027179718},{"id":"https://openalex.org/keywords/service-redesign","display_name":"service redesign","score":0.8820000290870667},{"id":"https://openalex.org/keywords/travel-experience","display_name":"travel experience","score":0.7039999961853027}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7369948029518127},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.595234751701355},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5298891663551331},{"id":"https://openalex.org/C2985100168","wikidata":"https://www.wikidata.org/wiki/Q2005683","display_name":"Customer needs","level":2,"score":0.49729397892951965},{"id":"https://openalex.org/C78780426","wikidata":"https://www.wikidata.org/wiki/Q902410","display_name":"Deregulation","level":2,"score":0.4639119505882263},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4565649926662445},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4542142152786255},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3412126302719116},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1620451807975769},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.07750847935676575},{"id":"https://openalex.org/C139719470","wikidata":"https://www.wikidata.org/wiki/Q39680","display_name":"Macroeconomics","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/09564239910282299","doi":"https://doi.org/10.1108/09564239910282299","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09564239910282299","pdf_url":null,"source":{"id":"https://openalex.org/S109460507","display_name":"International Journal of Service Industry Management","issn_l":"0956-4233","issn":["0956-4233","1758-6704"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Service Industry Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":9,"referenced_works":["https://openalex.org/W17805075","https://openalex.org/W180831912","https://openalex.org/W407162096","https://openalex.org/W1585155070","https://openalex.org/W1984338173","https://openalex.org/W2073733140","https://openalex.org/W2083657938","https://openalex.org/W2084486980","https://openalex.org/W3138446150"],"related_works":["https://openalex.org/W1981007424","https://openalex.org/W1487171973","https://openalex.org/W594360148","https://openalex.org/W381561506","https://openalex.org/W1582364493","https://openalex.org/W610182597","https://openalex.org/W630221331","https://openalex.org/W2902337025","https://openalex.org/W7161844121","https://openalex.org/W2786086029"],"abstract_inverted_index":{"Abstract":[0],"The":[1,59],"airline":[2,31,34,54],"industry":[3],"will":[4],"be":[5],"going":[6],"through":[7],"dramatic":[8],"changes":[9],"in":[10,49,101],"the":[11,30,40,73,76,79,85,98,102,105,112,118,122,130],"years":[12],"to":[13,19,27,110,116,120,126],"come.":[14],"This":[15],"is":[16,104],"due":[17],"foremost":[18],"altered":[20],"customer":[21],"demands":[22],"and":[23,46,92],"expectations":[24],"but":[25],"also":[26],"deregulation":[28],"of":[29,39,43,52,75,97],"business.":[32],"Many":[33],"companies":[35],"have":[36],"lost":[37],"track":[38],"true":[41],"needs":[42],"their":[44],"passengers":[45,119],"are":[47,56],"trapped":[48],"outdated":[50],"views":[51],"what":[53],"services":[55,91],"all":[57],"about.":[58],"paper":[60,103],"illustrates":[61],"how":[62],"Scandinavian":[63],"Airlines":[64],"System":[65],"(SAS)":[66],"has":[67,88,108],"carried":[68],"out":[69],"thorough":[70],"investigations":[71],"into":[72],"concerns":[74],"customers":[77],"throughout":[78],"entire":[80],"travel":[81],"experience.":[82],"Based":[83],"on":[84],"results,":[86],"SAS":[87,107],"developed":[89],"new":[90,113],"redesigned":[93],"old":[94],"services.":[95],"One":[96],"key":[99],"issues":[100],"way":[106],"chosen":[109],"develop":[111],"services,":[114],"namely":[115],"allow":[117],"define":[121],"process":[123],"as":[124],"opposed":[125],"defining":[127],"it":[128],"from":[129],"company":[131],"perspective.":[132]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":7},{"year":2017,"cited_by_count":5},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":7},{"year":2014,"cited_by_count":7},{"year":2013,"cited_by_count":11},{"year":2012,"cited_by_count":10}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}
