A Customer-Value Framework for Analyzing Airline Services
Journal
Transportation Journal
ISSN
0041-1612
Type
journal article
Date Issued
2011-03-17
Author(s)
Abstract
A renewed interest in airline service quality has emerged as a result of ongoing growth of long haul services and competition for high yield passengers. This paper focuses on the importance of specific service elements for business class travelers. Customer value drivers are identified based on expert interviews and the existing literature. The customer value drivers are analyzed by applying choice based conjoint analysis and evaluated according to customer segments. The results show that emotional values such as the airline brand play a more important role than other factors such as price, product features, service quality, and journey time
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
Publisher
Penn State University Press
Publisher place
University Park PA
Volume
50
Number
03
Start page
251
End page
270
Pages
20
Subject(s)
Division(s)
Eprints ID
77022