Missnöjda kunder hos SAS - påverkar erfarenhetsnivån av flygresor deras synpunkter?
In today s society, services are becoming more and more important. They are however, partly because of their immaterial nature, separated from traditional merchandise, why the marketing and producing of them differs. Quality errors in a service are often difficult to discover before the service is brought to a customer, since the producing and consuming of it often takes place simultaneously. Quality errors in a service process are called service failures or in Swedish tjänstefel. Nevertheless, with an effective service recovery process, dissatisfied customers can be turned into satisfied ones. The purpose of this study was to investigate if there were any differences in complaints between experienced and inexperienced air travelers, and if so which? We used theories about service marketing and Grönroos theory about the basic service package versus the extended one. Our investigation was executed through observations of the arrival service personnel and air travelers at Arlanda Airport, terminal 4. The results show that the more experienced customers had more complaints about the support services, than about the core and help services. We also found some similarities. Regarding which elements that affected their complaints, the customers own participation, was shown to have the most impact in both cases.