TY - THES AU - Solèr, Justine Chantal T1 - Analysis of customer expectations of booking information service T4 - Development of new customer service process from booking until departure DA - 2012 CY - Chur PB - Hochschule für Technik und Wirtschaft HTW Chur A3 - Kern, Christine AB - In general, customers are increasingly demanding for individual customer service preferably according to their personal preferences. Travelwindow AG wants to assess with its Swiss online travel agency travel.ch whether customers still prefer to receive their booking information service only by post or if their expectations have changed. This thesis analyzes the current customer service process of travel.ch by means of a comprehensive travel market analysis, supplemented by two internal expert interviews and an online survey questionnaire for former customers. Further, an assessment of customers’ willingness for paying a small extra amount for customer service by post is given. Another fundamental surveyed aspect is the potential difference among age groups. All in all, it is not only the purpose to create a new customer service process in case of customers’ demand, but also to give recommendations on small adaptations of existing items and new innovations. M3 - Bachelorarbeit Tourismus M4 - Citavi ER -