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Co-Creation: A platform to create more loyal and long-term customer relationships in the aviation supply industry.
Mid Sweden University, Faculty of Science, Technology and Media, Department of Quality Technology and Management, Mechanical Engineering and Mathematics.
2017 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Syftet med denna studie har varit att bidra till ökad medvetenhet, förståelse och kunskap om Co-Creation. Genom att fokusera på flygindustrin som är mycket bekant för författaren är syftet med studien och forskningen att bättre förstå hur flygbolagen ser på samverkan och fördelar eller potentiella nackdelar med att använda Co-Creation för att driva ett mer integrerat samarbete mellan kunderna och leverantörer.

Datainsamling har skett genom en blandad metoddesign som fångade både kvantitativ och kvalitativ data. Deltagarna i studien är alla från flygindustrin. Totalt deltog 43 studieobjekt i denna studie.

Resultaten illustrerar att det för närvarande finns en begränsad nivå av samverkansaktivitet inom flygindustrin, men de flesta deltagarna bedömer att det finns stora fördelar med Co-Creation. Resultatet indikerar att respondenterna anser att Co-Creation är absolut nödvändigt för att driva innovation, skapa en samarbetsmiljö och ett verktyg för leverantörer att bättre förstå både flygbolagens behov och krav samt passagerarnas behov och krav.

Denna studie kommer att gynna både leverantör och flygbolag genom att samarbete och partnerskap kan baseras på gemensamma värderingar, överenskommelser och mål. Resultatet kan ytterligare ses representera leverantörsrelationer mer generellt och därigenom gynna alla som bättre vill förstå hur Co-Creation kan användas för att förbättra och expandera leverantörs- och kundengagemang.

Abstract [en]

Sammanfattning:

The purpose of this study has been to contribute to greater awareness, understanding and knowledge on Co-Creation. By focusing on the aviation supply industry which is very familiar to the author, the aim with the study and research is to better understand how airlines view Co-Creation and the benefits or potential drawbacks of using Co-Creation to drive more integrated collaboration between customers and suppliers.

This is a study with data collection utilizing a Mixed Method Design Survey that captured both Quantitative as well as Qualitative information and input. The participants in the study are all from the aviation industry. In total 43 study objects participated in this research.

The results illustrate that there is currently only a limited level of Co-Creation activity in the aviation supply industry, however the vast majority of participants’ assess that there are significant benefits with Co-Creation. The result indicate that airline respondents believe that Co-Creation is imperative to drive innovation, create a more collaborative environment and a tool for suppliers to better understand both the airlines needs and requirements as well as the needs and requirements of the airlines passengers.

This study will benefit both supplier and airlines by collaborating and partnering can be based on common values, understandings and goals. The result can be further extrapolated to represent supplier customer relationships as a whole and further benefit anyone who would like to better understand how Co-Creation can be used in improving and expanding supplier and customer engagement.

Place, publisher, year, edition, pages
2017. , p. 91
Keywords [en]
Co-Creation, innovation, collaboration, customer loyalty, customer engagement, value creation, understanding customer needs, customer satisfaction, customer knowledge management, customer experience
Keywords [sv]
Kvalitetsteknik, ledarskap, polismyndigheten, ledarskapsutveckling
National Category
Reliability and Maintenance
Identifiers
URN: urn:nbn:se:miun:diva-31751Local ID: KA-V17-A1-006OAI: oai:DiVA.org:miun-31751DiVA, id: diva2:1147033
Subject / course
Quality Management and Leadership LO1
Educational program
Master Degree in Quality Management and Leadership TKLEA 60 higher education credits
Supervisors
Examiners
Note

2017-08-16

Available from: 2017-10-04 Created: 2017-10-04

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Reliability and Maintenance

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