Factors influencing a firm's decision-making on the introduction ofnew services: a case study of Airbus Industrie

摘要

The main objective of this paper is to explore the various factorsthat have had a major influence upon Airbus Industrie's decision makingconcerning the introduction of a direct dispatch support service. Aproject was conducted by the company to assess its feasibility. Thisdispatch support service is essential for the daily flight operationswhich was until recently left to big airlines and specialised computercompanies. The data were acquired through extensive interviews with andcompany documents from the project team members and the director ofcustomer support services of Airbus Industrie in France. Case studiesanalysis regarding the company and the project are presented. Among thestrategic environmental and operational factors identified in thisresearch, a firm's commitment to a long-term relationship with customershas been found to be the most important influential factor upon thefirm's decision-making