Customer value as a framework for analyzing customer services: The airline industry as a case
Type
conference paper
Date Issued
2009-07-27
Author(s)
Abstract
With the growth in demand for long haul air transport services and the increased competition especially for high yield passengers a new focus on service quality emerged. This paper looks into the importance of specific service elements for customers by applying a customer value based analyses. By applying choice based conjoint analysis customer value drivers as well as the value contribution of service elements are identified. By this the paper contributes to the deeper understanding of requirements and needs of business class passengers. Seat comfort and "hard" service factors play the most important role. The biggest differences in customer value evaluation between passengers from different continents and thereby cultures can be found in the evaluation of the "soft" factor airline brand. Conclusions about the use of con-joint analyses as well as practical implications for investments into the service product of air-lines are drawn.
Language
English
Keywords
Service quality in air transport
customer value in air transport
in-flight services
conjoint measurement
HSG Classification
contribution to scientific community
Refereed
Yes
Book title
2009 ATRS World Conference
Publisher
Air Transport Research Society
Start page
17
Event Title
13th Air Transport Research Society (ATRS) Conference
Event Location
Abu Dhabi
Event Date
27.-30.07.2009
Subject(s)
Division(s)
Eprints ID
55949