Abstract:This paper is presenting a case study of Scandinavian Airlines Systems (SAS) showing how improvements of service quality aspects with Avatars can be managed with a Co-Design research approach. The Co-Design practices are carried out in different fields of studies. Some of the key advocates of Co-Design originate from business. In this study the four steps of Co-design approach is applied. From the first step of Co-design, through interviews, log analysis and a channel survey, findings show that the failed dial… Show more
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