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    AVE: Sustainable Service or Self-reinvention

    Munoz-Seca, Beatriz

    English , Spanish

    • Reference: P-1168-E

    • Year: 2000

    • Number of pages: 18

    • Geographic Setting: España

    • Publication Date: Jun 18, 2018

    • Source: IESE (España)

    • Type of Document: Case

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    Description

    This case discusses the actions taken by the Renfe High-Speed Business Unit from when it was created until it won the European Quality Prize. The Business Unit is now facing new challenges in a deregulated environment and with expanded services. This publication is based on the case “AVE and the Quest for Outstanding Service” by the same author

    Learning Objective

    Deregulation; AVE; customer satisfaction; monopoly; competition; quality control

    Keywords

    AVE Competition Customer satisfaction Deregulation monopoly Quality control