Putting the passenger first in design management: Creating breakthroughs in the aviation industry

Christine de Lille; Katinka Bergema; Jose Rui Marcelino

Putting the passenger first in design management: Creating breakthroughs in the aviation industry

Christine de Lille, Katinka Bergema, Jose Rui Marcelino

Responsible Marketing and Consumer Behavior

Research output: Chapter in Book/Conference proceedings/Edited volume › Conference contribution › Scientific › peer-review

Abstract

In order to remain competitive in the aviation industry, airlines and other companies are turning towards passenger experience for differentiation.
This paper addresses how an established airline considers the passenger
within their design projects and the management of these processes.
Through multiple interviews of key managers within the company a broad
view is provided of their perspective dealing with the passenger-‐focused
change in the company. Other topics that are discussed are: dealing with
the restrictions specific to the industry, challenges encountered that kept
the airline from innovating from a passenger perspective, balancing between
innovation and ongoing operations as well moving from a vision towards
implementation.

Original language	English
Title of host publication	The 20th DMI
Subtitle of host publication	Academic Design Management Conference Proceedings
Editors	Emily Bova
Publisher	Design Management Institute
Pages	1801-1818
Number of pages	18
ISBN (Print)	978-0-615-99152-8
Publication status	Published - 2016
Event	20th DMI Design Management Institute Academic Design Management Conference: Design Research Meets Design Practice at the Inflection Point - Boston, United States Duration: 28 Jul 2016 → 29 Jul 2016

Conference

Conference	20th DMI Design Management Institute Academic Design Management Conference
Country/Territory	United States
City	Boston
Period	28/07/16 → 29/07/16

Keywords

passenger experience
aviation industry
innovation
collaboration

Cite this

@inproceedings{b8c933803d9d41f68173e8f4416ac543,

title = "Putting the passenger first in design management: Creating breakthroughs in the aviation industry",

abstract = "In order to remain competitive in the aviation industry, airlines and other companies are turning towards passenger experience for differentiation.This paper addresses how an established airline considers the passengerwithin their design projects and the management of these processes.Through multiple interviews of key managers within the company a broadview is provided of their perspective dealing with the passenger-‐focusedchange in the company. Other topics that are discussed are: dealing withthe restrictions specific to the industry, challenges encountered that keptthe airline from innovating from a passenger perspective, balancing betweeninnovation and ongoing operations as well moving from a vision towardsimplementation.",

keywords = "passenger experience, aviation industry, innovation, collaboration",

author = "{de Lille}, Christine and Katinka Bergema and Marcelino, {Jose Rui}",

year = "2016",

language = "English",

isbn = "978-0-615-99152-8",

pages = "1801--1818",

editor = "Emily Bova",

booktitle = "The 20th DMI",

publisher = "Design Management Institute",

note = "20th DMI Design Management Institute Academic Design Management Conference : Design Research Meets Design Practice at the Inflection Point ; Conference date: 28-07-2016 Through 29-07-2016",

}

de Lille, C, Bergema, K & Marcelino, JR 2016, Putting the passenger first in design management: Creating breakthroughs in the aviation industry. in E Bova (ed.), The 20th DMI: Academic Design Management Conference Proceedings. Design Management Institute, pp. 1801-1818, 20th DMI Design Management Institute Academic Design Management Conference, Boston, United States, 28/07/16.

Putting the passenger first in design management: Creating breakthroughs in the aviation industry. / de Lille, Christine; Bergema, Katinka; Marcelino, Jose Rui.
The 20th DMI: Academic Design Management Conference Proceedings. ed. / Emily Bova. Design Management Institute, 2016. p. 1801-1818.

Research output: Chapter in Book/Conference proceedings/Edited volume › Conference contribution › Scientific › peer-review

TY - GEN

T1 - Putting the passenger first in design management

T2 - 20th DMI Design Management Institute Academic Design Management Conference

AU - de Lille, Christine

AU - Bergema, Katinka

AU - Marcelino, Jose Rui

PY - 2016

Y1 - 2016

N2 - In order to remain competitive in the aviation industry, airlines and other companies are turning towards passenger experience for differentiation.This paper addresses how an established airline considers the passengerwithin their design projects and the management of these processes.Through multiple interviews of key managers within the company a broadview is provided of their perspective dealing with the passenger-‐focusedchange in the company. Other topics that are discussed are: dealing withthe restrictions specific to the industry, challenges encountered that keptthe airline from innovating from a passenger perspective, balancing betweeninnovation and ongoing operations as well moving from a vision towardsimplementation.

AB - In order to remain competitive in the aviation industry, airlines and other companies are turning towards passenger experience for differentiation.This paper addresses how an established airline considers the passengerwithin their design projects and the management of these processes.Through multiple interviews of key managers within the company a broadview is provided of their perspective dealing with the passenger-‐focusedchange in the company. Other topics that are discussed are: dealing withthe restrictions specific to the industry, challenges encountered that keptthe airline from innovating from a passenger perspective, balancing betweeninnovation and ongoing operations as well moving from a vision towardsimplementation.

KW - passenger experience

KW - aviation industry

KW - innovation

KW - collaboration

M3 - Conference contribution

SN - 978-0-615-99152-8

SP - 1801

EP - 1818

BT - The 20th DMI

A2 - Bova, Emily

PB - Design Management Institute

Y2 - 28 July 2016 through 29 July 2016

ER -

Putting the passenger first in design management: Creating breakthroughs in the aviation industry

Abstract

Conference

Keywords

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