The purpose of this project was to develop a software tool for AIR NOSTRUM that would allow it to manage its on-board service in a people-driven way.
The ultimate goal was to meet demand by means of an optimal fit between client needs and requirements and available resources. This objective was achieved by analysing the quality of AIR NOSTRUM's on-board service from the users’ perspective by applying people-driven innovation methodologies. Thanks to the study results, it was possible to ascertain the importance of emotional factors that explain the perception of service quality and the onboard satisfaction of AIR NOSTRUM passengers.
Moreover, the resources that influence this perception were detected, obtaining algorithms and guidance procedures for AIR NOSTRUM's decision-making in resource management.
Article of Revista de Biomecánica 58 (June 2012).