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Kasti, Eirini (author)
Financial pressures in the airline industry, such as increased fuel prices, competitive environment and the extensive use of new technologies, have forced KLM to change its strategy in order to achieve a vital market differentiation. The new strategy introduces a user-centred mindset in developing new innovative products and services. In other...
master thesis 2017
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Offenberg, E.W.B. (author)
Financial pressures in the airline industry have forced KLM to change their strategic direction. Using the Treacy & Wiersema (1993) model KLM’s new focus is on customer intimacy. This implies researching customer needs and designing from a user-centered perspective. Which are fueled by the change in the consumer landscape, namely digital...
master thesis 2016