Year 2012/2013 A00191574 LENORMAND Ségolène FLAHERTY Brenda
Table of contents
External Environment _______________________________________________________ Page 2
Main competitors ______________________________________________________ Page 2
Analysis PEST ________________________________________________________ Page 3
Type of Service Page 3 Lovelock’s classification _________________________________________________ Page 3
Target Customer Group _______________________________________________________ Page 4 STP __________________________________________________________________ Page 4
Characteristics of the Service ___________________________________________________ Page 5 7P’s __________________________________________________________________ Page 5 Approach Customer Service ___________________________________________________ Page 6
Use of atmospherics __________________________________________________________ Page 6
Bibliography _________________________________________________________________ Page 7
The company Air France has been found in 1933 by the merger of several airlines which had already built extensive networks across Europe. By the end of the Second World War, Air France owned a fleet of 85 aircraft operating over 4 networks.
After the war, on June, 26th, 1945, all of France’s air transport companies were nationalized; acquiring rights to all French airlines routes. Air France was set up on the 1st of January 1946.
The merger of the two airlines Air France and Netherlands-based KLM Royal Dutch Airlines has been announced on September 2003 after growing and the expansion of the activity. But it has become reality on May, the 5th, 2004.
The headquarters of the company is based at Roissypôle, Paris-Charles de Gaulle Airport, at
Bibliography: * http://www.reuters.com/finance/stocks/companyNews?symbol=AIRF.PA * http://news.airwise.com/airlines/air_france.html * http://topics.nytimes.com/top/news/business/companies/air-france-klm/index.html * http://www.hoovers.com/company-information/cs/company-profile.Air_France-KLM_SA.66b46b216a84311d.html * http://corporate.airfrance.com/en/ * http://0-advantage.marketline.com.libmain.ait.ie/Product?pid=1902A1C4-5D0A-4197-BBED-E4ECBD9017D7