The purpose of this paper is to research how mobile services impact the interaction between airlines and passengers. The paper begins with a PEST analysis of the European airline industry and focuses on technological changes. It continues with a SWOT analysis of Lufthansa, where we interlink mobile technology as a platform which could reduce costs for the airline. In-depth research on mobile services and their impact on the interaction between airlines and passengers is performed by evaluating different mobile services along Lufthansa's value chain, namely the airline's activities in operations, outbound logistics and marketing and sales.
We claim that the interaction through mobile services is limited to one-way interaction, where airlines embrace the mobile services to perform cost reduction along their value chain, and neither offer two-way interaction with their passengers nor asking them to co-create the brand or the product. The current wireless mobile services are already offered via the internet, and allow a better and direct service for passengers. Mobile services are necessary for airlines, so they are not seen as out of date, but it does not mean that having mobile services contributes to having a competitive advantage. On the contrary, not having mobile services results in strategic disadvantage.
Inhaltsverzeichnis (Table of Contents)
- Mobile services and the airline industry
- List of Tables
- Abbreviations
- Abstract
- Introduction
- PEST analysis of the European airline industry
- Political factors
- Economic and ecological factors
- Social factors
- Technological factors
- SWOT analysis of Lufthansa
- Strengths of Lufthansa
- Weaknesses of Lufthansa
- Opportunities of Lufthansa
- Threats of Lufthansa
- The value chain of an airline
- The impact of mobile services on operations
- The impact of mobile services on outbound logistics
- The impact of mobile services on marketing and sales
- Conclusion
- References
- Figures and Tables
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This paper examines the influence of mobile services on the interaction between airlines and passengers. It begins with an analysis of the external environment in which airlines operate, focusing on the European airline industry. The paper then conducts a SWOT analysis of Lufthansa, highlighting how mobile technology can potentially help the airline overcome financial challenges. Finally, the paper examines the interaction between airlines and passengers through mobile services in specific areas of an airline's value chain, such as operations, outbound logistics, and marketing and sales. The key themes explored are:- The impact of mobile services on the airline industry
- The role of mobile technology in reducing costs and improving efficiency for airlines
- The interaction between airlines and passengers through mobile services
- The potential for mobile services to enhance the customer experience
- The strategic implications of mobile services for airlines
Zusammenfassung der Kapitel (Chapter Summaries)
- Introduction: This chapter introduces the topic of mobile services and their impact on the airline industry. It discusses the changing landscape of customer interaction and the growing use of mobile devices in various industries, including airlines.
- PEST analysis of the European airline industry: This chapter analyzes the external environment in which European airlines operate, focusing on political, economic, social, and technological factors. It examines the various challenges and opportunities faced by airlines in this context.
- SWOT analysis of Lufthansa: This chapter provides a SWOT analysis of Lufthansa, highlighting its strengths, weaknesses, opportunities, and threats. It explores how mobile technology can be leveraged to address Lufthansa's challenges and capitalize on its strengths.
- The value chain of an airline: This chapter examines the value chain of an airline and explores the impact of mobile services on various stages, including operations, outbound logistics, and marketing and sales. It discusses how mobile services can enhance efficiency and customer satisfaction at each stage.
Schlüsselwörter (Keywords)
This paper focuses on the impact of mobile services on the airline industry, particularly on the interaction between airlines and passengers. Key concepts include: mobile technology, customer relationship management (CRM), value chain analysis, PEST analysis, SWOT analysis, and strategic competitive advantage. The paper also examines the potential for cost reduction, enhanced efficiency, and improved customer experience through the use of mobile services.- Quote paper
- Markus Biedermann (Author), Doron Levy (Author), 2013, The Impact of Mobile Services on the Interaction between Airlines and Passengers, Munich, GRIN Verlag, https://www.grin.com/document/288252
