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A Requirement Identification Method for Civil Aircraft Service Based on Customer Activity Cycle Model

SONG Wen-Yan;LI Jing;FANG Hong;School of Economics and Management, Beihang University;  
With the flourish of generalized virtual economy, aerospace manufacturing enterprises are transforming from price/cost competition to service capability competition. Customer service is very important for the reliable operation of civil aircraft, and thus, identification of service requirement is critical input for the concept design of civil aircraft service. From the view of generalized virtual economy, a requirement identification method for civil aircraft service is proposed in this paper, which is based on customer activity cycle analysis model. It is expected that civil aircraft manufacturers can get more comprehensive service requirement with this proposed method, and keep right direction for life cycle service design of the aircraft.
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