Does gender matter? Considering gender of service in the airline industry

Feride Bahar Kurtulmuşoğlu, Can, Gülin Feryal, Fatma Pakdil and Metehan Tolon

Journal of Air Transport Management, 2018, vol. 70, issue C, 73-82

Abstract: Airline firms prioritize service features on the basis of customers' demand. While prioritizing these service features, successful positioning strategies are expected to focus on gender specific concerns. Given the fact that previous literature relies heavily on gender neutral strategies in airline industry, this study particularly addresses critical service features prioritized by female and male passengers by ranking airlines based on a multi-criteria decision-making method. Comfortable chair, seat space and leg room, and flexibility in reservation change were discovered as the three most impactful service features for female passengers. Availability of non-stop flight, frequency of flights, and airfare appeared as the other three most impactful service features among male passengers.

Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0969699717304994
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:70:y:2018:i:c:p:73-82

DOI: 10.1016/j.jairtraman.2018.04.011

Access Statistics for this article

Journal of Air Transport Management is currently edited by Anne Graham

More articles in Journal of Air Transport Management from Elsevier
Bibliographic data for series maintained by Catherine Liu ().