Return on quality: Simulating customer retention in a flight firming project

Francesco Costantino, Giulio Di Gravio and Massimo Tronci

Journal of Air Transport Management, 2013, vol. 27, issue C, 20-24

Abstract: The paper presents a return on quality model designed to assess projects of service quality that can help airlines in retaining passengers. Such models can enable carriers simulate scenarios and assist management in decision-making processes, identifying the elements of performance that can lead to rejection or approval by passengers. An application of the methodology considers the flight firming project of a major airline company that had the target of improving the service quality offered in the business class booking and refunding processes, reducing at the same time the amount of denied boarding due to overbooking.

Keywords: Cost of quality; Passenger retention; Airline overbooking; Denied boarding (search for similar items in EconPapers)
Date: 2013
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0969699712001469
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:27:y:2013:i:c:p:20-24

DOI: 10.1016/j.jairtraman.2012.11.003

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 ().