| Mobile Systems For Customer Service Differentation - The Case Of Lufthansa (2006) | |||||||||||
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| The Tenth Pacific Asia Conference Information Systems PACIS Mobile Systems for Customer Service Differentiation the Case Lufthansa Ragnar Schierholz Susanne Glissmann Lutz Kolbe Walter Brenner University Gallen Institute Information Management Mueller Friedberg Gallen Switzerland ragnar schierholz susanne glissmann lutz kolbe walter brenner unisg Abstract The airline industry has undergone dramatic changes Fierce competition between full service and frills carriers intensifying across the world Full service carriers had adjust frills carriers low priced minimal service the same time they still offer their traditional higher priced premium service make the grade this price differentiation they aim providing different service levels different customer groups Recently mobile communication has gained importance especially mobile contexts such travelling However service level differentiation mobile channels not yet widespread Hence little known about How can the customer base segmented for different mobile service levels Which characteristics qualify mobile services for service level differentiation How can mobile services designed for service level differentiation the basis depth analysis the specific case Deutsche Lufthansa the paper addresses these research questions Our findings are Separate mobile service levels seem possible for only limited number target groups The feasibility creating different service levels appears dependent the supported activity predictability and task | |||||||||||
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