Plataformas de mídia social têm possibilitado que indivíduos produzam, compartilhem e distribuam seu conteúdo, facilmente, pela Internet – interagindo com outros indivíduos e firmas. Atualmente, qualquer pessoa pode ter seu próprio jornal (blog), rádio (podcast) ou canal de TV (YouTube) e construir uma audiência. Redes sociais, como Facebook e Twitter, permitem que as pessoas espalhem o boca-a-boca ainda mais. Neste novo ambiente social, consumidores tornaram-se ativos produtores – influenciando seus pares, criticando produtos/serviços, co-desenvolvendo suas próprias soluções, etc. Finalmente, as firmas se deram conta de que deviam aprender como fazer uso de mídia social para participar das conversas, acessar conhecimentos externos e tentar co-criar algum valor. Mas como o uso destas plataformas de mídia social pela firma para co-criação com consumidores pode influenciar seus processos de negócio? Para responder a essa questão, este estudo utilizou dois métodos de pesquisa qualitativos interpretativos – netnografia e grounded theory – para explorar dados públicos disponíveis em plataformas de mídia social. A pesquisa empírica investigou um ecossistema de mídia social no setor de transporte aéreo. Como resultados, este estudo apresenta: um conjunto de categorias inter-relacionadas que emergiram dos dados empíricos; descrições de campo; e hipóteses teóricas propostas a respeito deste processo de co-criação no setor de transporte aéreo e suas implicações. Resultados indicam que três tipos de co-criação em plataformas de mídia social (co-criação de experiências online, de marca em tempo real e de conhecimento sobre produtos/serviços) influenciam positivamente a integração de capacidades/conhecimentos dos consumidores aos processos de negócio da empresa (como relacionamento com clientes, suporte, relações públicas, propaganda e desenvolvimento de produtos/serviços), enquanto a falta destes tipos de co-criação pode influenciar negativamente a efetividade destes processos de negócio. / Social media platforms have enabled individuals to easily produce, share and distribute their own content over the Intenet – interacting with other individuals and firms. Currently, anyone may have his own newspaper (blog), radio (podcast) or TV channel (YouTube) and build an audience. Social networks, such as Facebook and Twitter, allow people to spread the word of mouth even further. In this new social environment, consumers became active producers - influencing their peers, criticizing bad products/services, codeveloping their own solutions, etc. Eventually, firms found out that they must learn how to use social media to become part of the conversation, access external knowledge and try to cocreate some value. But how could firm’s usage of social media platforms to co-create with consumers influence its business processes? In order to answer to that question, this study used two qualitative interpretive research methods – netnography and grounded theory – to explore public data available on social media platforms. The empirical research investigated a social media ecosystem of the air travel industry. As results, this study presents: a set of interrelated categories that emerged from empirical data; field descriptions; and the theoretical hypothesis regarding the co-creation process in air travel industry and its implications. Results show that three types of co-creation using social media platforms (online experiences cocreation, brand real-time co-creation and products/services knowledge co-creation) positively influence customers’ capabilities/knowledge integration to firms’ business processes (such as customers relationship, support, public relations, advertising, products/services development) - while the lack of those types of co-creation may negatively influence those business processes effectivity.

Plataformas de mídia social têm possibilitado que indivíduos produzam, compartilhem e distribuam seu conteúdo, facilmente, pela Internet – interagindo com outros indivíduos e firmas. Atualmente, qualquer pessoa pode ter seu próprio jornal (blog), rádio (podcast) ou canal de TV (YouTube) e construir uma audiência. Redes sociais, como Facebook e Twitter, permitem que as pessoas espalhem o boca-a-boca ainda mais. Neste novo ambiente social, consumidores tornaram-se ativos produtores – influenciando seus pares, criticando produtos/serviços, co-desenvolvendo suas próprias soluções, etc. Finalmente, as firmas se deram conta de que deviam aprender como fazer uso de mídia social para participar das conversas, acessar conhecimentos externos e tentar co-criar algum valor. Mas como o uso destas plataformas de mídia social pela firma para co-criação com consumidores pode influenciar seus processos de negócio? Para responder a essa questão, este estudo utilizou dois métodos de pesquisa qualitativos interpretativos – netnografia e grounded theory – para explorar dados públicos disponíveis em plataformas de mídia social. A pesquisa empírica investigou um ecossistema de mídia social no setor de transporte aéreo. Como resultados, este estudo apresenta: um conjunto de categorias inter-relacionadas que emergiram dos dados empíricos; descrições de campo; e hipóteses teóricas propostas a respeito deste processo de co-criação no setor de transporte aéreo e suas implicações. Resultados indicam que três tipos de co-criação em plataformas de mídia social (co-criação de experiências online, de marca em tempo real e de conhecimento sobre produtos/serviços) influenciam positivamente a integração de capacidades/conhecimentos dos consumidores aos processos de negócio da empresa (como relacionamento com clientes, suporte, relações públicas, propaganda e desenvolvimento de produtos/serviços), enquanto a falta destes tipos de co-criação pode influenciar negativamente a efetividade destes processos de negócio. / Social media platforms have enabled individuals to easily produce, share and distribute their own content over the Intenet – interacting with other individuals and firms. Currently, anyone may have his own newspaper (blog), radio (podcast) or TV channel (YouTube) and build an audience. Social networks, such as Facebook and Twitter, allow people to spread the word of mouth even further. In this new social environment, consumers became active producers - influencing their peers, criticizing bad products/services, codeveloping their own solutions, etc. Eventually, firms found out that they must learn how to use social media to become part of the conversation, access external knowledge and try to cocreate some value. But how could firm’s usage of social media platforms to co-create with consumers influence its business processes? In order to answer to that question, this study used two qualitative interpretive research methods – netnography and grounded theory – to explore public data available on social media platforms. The empirical research investigated a social media ecosystem of the air travel industry. As results, this study presents: a set of interrelated categories that emerged from empirical data; field descriptions; and the theoretical hypothesis regarding the co-creation process in air travel industry and its implications. Results show that three types of co-creation using social media platforms (online experiences cocreation, brand real-time co-creation and products/services knowledge co-creation) positively influence customers’ capabilities/knowledge integration to firms’ business processes (such as customers relationship, support, public relations, advertising, products/services development) - while the lack of those types of co-creation may negatively influence those business processes effectivity.

This study discusses works by Martin Amis and Don DeLillo in the context of several key scientific and technological transformations that occur in the aftermath of the Second World War. I begin by revisiting one of the most-discussed aspects of DeLillo's work: the currents conspiracy and paranoia that recur in his novels and, he claims, pervade the wider culture. By demonstrating how paranoid narratives strive to accommodate contemporary technologies, I create a context in which the paranoia addressed in works such as Libra and Underworld becomes intelligible as a response to the specific technological character of surveilance and control in the post-War period. The sciences of information and cybernetics also cohere in the years folowing the War, and the second chapter explores the creative tension between metaphors of entropy and information in Amis's fiction as wel as DeLillo's. The third chapter focuses on television as a constitutive element of postmodernity, and traces how DeLillo and Amis adopt narrative strategies that enable them to represent subjects who have grown accustomed to living within an environment mediated, to an unprecedented degree, by visual imagery supplied by or formatted for television. Another product of postmodern technology, commercial air travel reconfigures relationships to place and to time for inhabitants of industrialized countries. Both the liberating and limiting consequences of living in the latter half of the century of flight are addressed in the fourth chapter. The final chapter offers an assessment of the role contemporary media and technology play in establishing the characteristics associated with postmodernity, and concludes with a brief discussion of the role the internet might play within the context of the specific technologies discussed in the body of the thesis. / Arts, Faculty of / English, Department of / Graduate

Under de senare åren har försäljningen av flygbiljetter och hotell på internet ökat. Det har tillkommit många nya företag som etablerats som internetresebyråer. Företagen har tagit marknadsandelar från flygbolagens egna försäljningskanaler vilket har gjort att flygbolagen tappat kontakten med kunderna. Detta medför att flygbolagen får svårare att veta hur deras kunder reser och de kan heller inte få kontakt med dem om det händer något oförutsett. Syftet med denna rapport är att identifiera vilka parametrar som styr kunden att välja var flygbiljetten ska bokas och på det viset kunna ta fram förslag på konkreta förbättringsåtgärder som skulle kunna göra SAS hemsida till en mer konkurrenskraftig försäljningskanal. För att uppfylla målet med denna studie har en marknadsundersökning gjorts bland passagerare på Arlanda flygplats. Undersökningen var i form av en muntligt framförd enkät där samma frågor ställdes till flera utrikesresande under olika dagar och tider i veckan. Resultatet av undersökningen visar att många kunder har låg lojalitet på internet. Valet av vilken aktör som kunderna väljer att boka sin flygbiljett beror oftast på priset. Av de respondenter som bokade sin flygbiljett hos en internetresebyrå gjorde 44 % det på en sida de aldrig bokat på förut. Respondenterna upplever dessutom ofta att det är billigare att boka sin flygbiljett på internetresebyråer och känner inget extra värde i att boka på SAS hemsida. Detta utgör ett visst hot mot SAS men samtidigt skapas möjligheter att utveckla och anpassa sidan efter kundens behov. En sambandsanalys visar att säkerheten att betala, snabbheten och enkelheten att boka en flygbiljett är de parametrar som ökar helhetsintrycket på sidan. SAS har ett lojalitetsprogram som kallas för EuroBonus där resenärer får poäng varje gång de reser med flygbolaget. Det senaste året har den Amerikanska internetresebyrån Expedia lanserat ett lojalitetsprogram. Kunderna som bokar sin SAS‐biljett på Expedia får både SAS Eurobonuspoäng och lojalitetspoäng som de kan utnyttja på Expedias hemsida. Dessa tjänster utgör ett hot mot SAS hemsida och försäljningen där kan minska om inte SAS utvecklar sitt Eurobonusprogram så att de kunder som handlar där får extra Eurobonuspoäng. SAS vill att de resenärer som åker med dem bokar sin flygbiljett på deras hemsida. De vill även att deras hemsida ska ge kunderna ett bra helhetsintryck av att vara en enkel plats att boka flygresor på. För att uppnå detta behöver de få mer information om kundernas bokningsbeteende. Slutsatserna av denna rapport är att SAS bör öka värdet för kunden i att boka sin flygbiljett på deras hemsida. De skulle till exempel kunna utveckla sitt lojalitetsprogram EuroBonus så att de kunder som bokar på hemsidan får extra bonuspoäng. De kan också satsa på att ha korta kampanjer med få destinationer under en begränsad tid. På grund utav tidsbegränsningen skulle det vara svårt för de personer som letar efter de billigaste biljetterna på en internetresebyrå att hitta dessa kampanjer. Det i sin tur skulle innebära att kunderna då måste besöka SAS hemsida. Är priserna tillräckligt attraktiva så kan SAS hemsida uppfattas som den billigaste kanalen i framtiden. / During the last few years, the airplane ticket sales have increased substantially. A lot of new companies have joined the market and established themselves as online travel agencies. The agencies have taken a significant market share from the airline company which has resulted in the airline companies loosing a lot of the consumer contact they used to have. The purpose of this report is to identify what parameters it is that lead the customers to choose where to buy airline tickets and by doing so be able to find ways to make SAS website more competitive. To fulfill the purpose of the report a face‐to‐face market survey has been done among passengers at Arlanda Airport. The survey has been performed all days of the week at several different times of the day. The result of the survey shows that many Internet customers are very disloyal and that the choice of channel mainly depends on the price. Out of the respondents who booked their ticket at an online travel agency 44% did it on a page they never booked at before. The respondents often feel that it is cheaper to book a flight on an online travel agency and do not feel any extra value in booking on the SAS website. This information can be seen as a threat to SAS but also as an opportunity to develop and customize the website to suit customer needs. A correlation analysis shows that the payment security, speed and simplicity of booking an airline ticket are the top parameters that increase the overall impression of the page. SAS has a loyalty program called EuroBonus where travelers get points every time they travel with the airline. This last year the American Internet travel agency Expedia has launched a loyalty program. Customers who book their SAS ticket at Expedia receive both SAS EuroBonus points and loyalty points to use at the Expedia website. These kinds of services can be seen as a threat and might lead to SAS falling behind in sales and even lose customers unless they join the trend and develop their loyalty programs on their own website. SAS would like the travelers flying with them to book the flight at their website. They also want the website to make a good impression being satisfying and easy to use when buying airplane tickets. To make this happen they need more information about the booking habits of their customers. The findings of this report is that SAS should add value for the customer who book their ticket on the SAS website. They could for example develop the Eurobonus loyalty program so that customers who book tickets on the website get extra bonus points. SAS can also try having short campaigns with only a few destinations during a limited period. Because of the time limitation it would be difficult for those who are searching for the cheapest tickets at an online travel agency to find these campaigns. This would mean that costumers will have to visit the SAS website. If the prices are attractive enough the SAS website might be perceived as the least expensive channel in the future.

The Portfolio Analysis Management Office (PAMO) for the Aeronautics Research Mission Directorate (ARMD) at NASA Headquarters tasked the Systems Analysis and Concepts Directorate at NASA Langley to combine efforts with Virginia Tech to develop a global demand model with the capability to predict future demand in the air transportation field. A previous study (Alsalous, 2015) started the development of the Global Demand Mode (GDM) to predict air travel demand based on Gross Domestic Product (GDP) and population trends for 3,974 airports worldwide. The study was done from year 2016 to year 2040. This research project intends to enhance the GDM capabilities. A Fratar model is implemented for the distribution of the forecast demand during each year. The Fratar model uses a 3,974 by 3,974 origin-destination matrix to distribute the demand among 55,612 unique routes in the network. Moreover, the GDM is capable to estimate the aircraft fleet mix per route and the number of flights per aircraft that are needed to satisfy the forecast demand. The model adopts the aircraft fleet mix from the Official Airline Guide data for the year 2015. Once the aircraft types are distributed and flights are assigned, the GDM runs an aircraft retirement and replacement analysis to remove older generation aircraft from the network and replace them with existing or newer aircraft. The GDM continues to evolve worldwide aircraft fleet by introducing 14 new generation aircraft from Airbus, Boeing, Bombardier, and Embraer and 5 Advanced Technology Aircraft from NASA. / Master of Science / The Portfolio Analysis Management Office (PAMO) for the Aeronautics Research Mission Directorate (ARMD) at NASA Headquarters tasked the Systems Analysis and Concepts Directorate at NASA Langley to combine efforts with Virginia Tech to develop a global demand model with the capability to predict future demand in the air transportation field. A previous study (Alsalous, 2015) started the development of the Global Demand Mode (GDM) to predict air travel demand based on Gross Domestic Product (GDP) and population trends for 3,974 airports worldwide. The study was done from year 2016 to year 2040. The previous study done by Alsaous, predicts how many seats will be departing out of the 3,974 airports worldwide. This project intends to use the outputs of the GDM and distribute the seats predicted among the airports. The objective is to predict how many seats will be offered that will be departing from airport “A” and arriving at airport “B”. For this, a Fratar model was implemented. The second objective of this project is to estimate what will the aircraft fleet be in the future and how many flights will be needed to satisfy the predicted air travel demand. If the number of seats going from airport A to airport B is known, then, by analyzing real data it can be estimated what type of aircraft will be flying from airport “A” to airport “B” and how many flights each aircraft will have to perform in order to satisfy the forecasted demand. Besides of estimating the type of aircraft that will be used in the future, the modeled created is capable of introducing new aircraft that are not part of the network yet. Fourteen new generation aircraft from Airbus, Boeing, Bombardier, and Embraer and 5 Advanced Technology Aircraft from NASA.

<div>Airlines are legally required to provide adequate service to passengers with disabilities; this research examines the quality of service provided based on the analysis of airline complaint data and the results of a survey of passengers with disabilities. The provision of adequate service to airline passengers is challenging since passenger counts continue to rise and passengers are increasingly diverse. Airline passengers with disabilities are protected by federal legislation under the Air Carrier Access Act (ACAA), 49 U.S. Code § 41705, which prohibits discriminatory treatment of people with disabilities in air transportation. Regulations outlined in 14 CFR Part 382, Nondiscrimination on the Basis of Disability in Air Travel, require that airlines and airports are accessible, and require that airline, airport and contract personnel provide appropriate accommodations and services to people with disabilities.</div><div><br></div><div>To track operational efficiency and compliance with the ACAA, the Department of Transportation collects data on airline performance. Data are published in monthly and annual reports. One component of these reports is complaint data. Complaints are an important metric because they identify deficiencies in service.</div><div><br></div><div>Individual complaints are forwarded to airport and airline service providers for investigation; however, complaint data do not appear to be used to systematically assess the adequacy of service, as evidenced by a disproportionately high and rising number of disability complaints.</div><div><br></div><div>The objective of this research is to investigate the provision of air service for passengers with disabilities. This investigation includes identification of the regulations that affect commercial air travel for passengers with disabilities, an examination of disability-related complaints, specifically the number and rate of these complaints compared to complaints for all travelers, and an assessment of service based on a survey of passengers with disabilities.</div><div><br></div>

<p>Detta är en kapacitets- och känslighetsanalys av bagagehanteringssystem vid Arlanda flygplats. Studien är ett examensarbete för civilingenjörsutbildningen Kommunikations- och Transportsystem vid Linköpings universitet och är utförd på uppdrag av Luftfartsverket, LFV Teknik under 2004 och 2005. </p><p>Studien har gjorts med datorstödd simulering som analysverktyg. Studien har gjorts genom att en simuleringsmodell av det studerade systemet har byggts i simuleringsprogrammet Arena. Denna modell har matats med trafikunderlag från en normalvecka under 2004. Utifrån denna modell och utifrån förväntade trafikökningar har sedan ett antal kapacitets- och känslighetsanalysscenarier formulerats och dessa har sedan simulerats och resultaten har tolkats och analyserats samt jämförts med resultaten från grundmodellen. </p><p>Kapacitetsanalysen visar att anläggningen är väl rustad för att ta emot den annalkande trafikökning som förväntas under de närmaste åren, eftersom den ökade trafiken inte innebär några signifikanta problem genom ökat antal väskor som inte hinner med sina flighter. Det som dock kan vara en begränsande faktor är att fickallokeringssystemet inte är effektivt och det sänker anläggningens verkliga kapacitet. För att kunna nyttja anläggningen maximalt bör fickallokeringssystemet ses över. </p><p>Känslighetsanalysen visar att systemet är mycket sårbart för störningar, särskilt om kommunikationen med BSM-centralen går ner eller om en Röntgen Level 2-maskin går sönder. Sådana händelser resulterar i att anläggningens kapacitet minskar kraftigt och i vissa fall klarar anläggningen inte av att hantera dagens trafikmängd. En handlingsplan för hur dessa störningar och konsekvenserna av dem ska minimeras bör införas snarast. </p> / <p>This is a capacity and sensitivity analysis of a baggage handling system at Stockholm-Arlanda airport. The study is a Master's Thesis in Communication and Transport Systems Engineering at the University of Linköping. The study was done on behalf of the Swedish Civil Aviation Administration. The analysis tool that was used is simulation. </p><p>In the study, a simulation model of the baggage handling system was implemented in the simulation program Arena. A base scenario containing the traffic program from one week in 2004 was created and used as a reference scenario. A total of 8 different scenarios were created to form the capacity and sensitivity analyses. </p><p>The capacity analysis showed that the baggage handling system will be able to handle the forecasted increases in traffic over the next few years with relative ease. The X-ray machines are currently not working at anywhere near full capacity. However, the system is currently not being used in an efficient way. The pocket allocation method is far from optimal because flights that use more than one pocket are allocated adjacent pockets only which can be very inefficient. This method needs to be revised for the system to work efficiently. </p><p>The sensitivity analysis showed that the system is very vulnerable if certain things happen. In particular if the communication link with the Baggage Source Message-central in London is lost there will be big problems because all luggage will go to the Manual Encoding Station (MES). The MES will then be very digested and it will take a considerably larger amount of time for the baggage to pass through the system. Problems will also occur if one of the two Level 2 X-ray-machines break down. The remaining machine cannot handle all the baggage by itself, especially not if there are flights to the USA about to depart since baggage heading for the USA must be run through X-ray Level 2. It is strongly recommended that handling plans are formed to minimise the effects of such events.</p>

Detta är en kapacitets- och känslighetsanalys av bagagehanteringssystem vid Arlanda flygplats. Studien är ett examensarbete för civilingenjörsutbildningen Kommunikations- och Transportsystem vid Linköpings universitet och är utförd på uppdrag av Luftfartsverket, LFV Teknik under 2004 och 2005. Studien har gjorts med datorstödd simulering som analysverktyg. Studien har gjorts genom att en simuleringsmodell av det studerade systemet har byggts i simuleringsprogrammet Arena. Denna modell har matats med trafikunderlag från en normalvecka under 2004. Utifrån denna modell och utifrån förväntade trafikökningar har sedan ett antal kapacitets- och känslighetsanalysscenarier formulerats och dessa har sedan simulerats och resultaten har tolkats och analyserats samt jämförts med resultaten från grundmodellen. Kapacitetsanalysen visar att anläggningen är väl rustad för att ta emot den annalkande trafikökning som förväntas under de närmaste åren, eftersom den ökade trafiken inte innebär några signifikanta problem genom ökat antal väskor som inte hinner med sina flighter. Det som dock kan vara en begränsande faktor är att fickallokeringssystemet inte är effektivt och det sänker anläggningens verkliga kapacitet. För att kunna nyttja anläggningen maximalt bör fickallokeringssystemet ses över. Känslighetsanalysen visar att systemet är mycket sårbart för störningar, särskilt om kommunikationen med BSM-centralen går ner eller om en Röntgen Level 2-maskin går sönder. Sådana händelser resulterar i att anläggningens kapacitet minskar kraftigt och i vissa fall klarar anläggningen inte av att hantera dagens trafikmängd. En handlingsplan för hur dessa störningar och konsekvenserna av dem ska minimeras bör införas snarast. / This is a capacity and sensitivity analysis of a baggage handling system at Stockholm-Arlanda airport. The study is a Master's Thesis in Communication and Transport Systems Engineering at the University of Linköping. The study was done on behalf of the Swedish Civil Aviation Administration. The analysis tool that was used is simulation. In the study, a simulation model of the baggage handling system was implemented in the simulation program Arena. A base scenario containing the traffic program from one week in 2004 was created and used as a reference scenario. A total of 8 different scenarios were created to form the capacity and sensitivity analyses. The capacity analysis showed that the baggage handling system will be able to handle the forecasted increases in traffic over the next few years with relative ease. The X-ray machines are currently not working at anywhere near full capacity. However, the system is currently not being used in an efficient way. The pocket allocation method is far from optimal because flights that use more than one pocket are allocated adjacent pockets only which can be very inefficient. This method needs to be revised for the system to work efficiently. The sensitivity analysis showed that the system is very vulnerable if certain things happen. In particular if the communication link with the Baggage Source Message-central in London is lost there will be big problems because all luggage will go to the Manual Encoding Station (MES). The MES will then be very digested and it will take a considerably larger amount of time for the baggage to pass through the system. Problems will also occur if one of the two Level 2 X-ray-machines break down. The remaining machine cannot handle all the baggage by itself, especially not if there are flights to the USA about to depart since baggage heading for the USA must be run through X-ray Level 2. It is strongly recommended that handling plans are formed to minimise the effects of such events.

Is GDP per capita one of the main drivers affecting demand for passenger air travelling? Based on the time series analysis conducted for North American and Middle Eastern region, we have not rejected hypothesis about positive impact of GDP per capita on demand for air travelling. The thesis also analyzes whether the effects observed are weaker for more developed and more saturated markets. The second hypothesis was rejected, as we have found that the effect of the GDP per capita was on average 10% stronger for the North American region than for the Middle Eastern region. Moreover, we have found that for both regions oil prices are the important driver of the passenger air travel demand.

Environmental sustainability has grown to become a widely discussed topic in today's society, putting great pressure on companies to limit their climate impact. Still, companies continue to use International Business Air Travel for strategic benefits, in an era where concepts such as “flight shame” are emerging. Hence, the balance of attaining the advantages of IBAT, while simultaneously increasing the focus on Corporate Environmental Sustainability, is a challenge faced by companies today. The main purpose of this study is to investigate how Swedish it-companies work with Corporate Environmental Sustainability in the different strategic phases of International Business Air Travel.