 Towards a taxonomy-based preferred-customer model for suppliers in air cargo express service marketsMing-Chih Tsai, Rico Merkert, Mei-Ting Tsai and Shiau-Chi Lin Journal of Air Transport Management, 2021, vol. 90, issue C Abstract: Drawing on social exchange and push–pull–mooring theories, this paper develops a taxonomy-based preferred-customer model for B2B air express markets. Our model extends the conventional bilateral customer-supplier relationship perspective of customer portfolio management to include competition effects for more comprehensive (trilateral) strategic decision making. Based on this unified framework, our a survey of 180 customers of air cargo express carriers identifies three distinctive groups of preferred customers. In addition to the effect of competitors on air express carriers’ prioritization of customers, which is further complicated by a satisfaction paradox and spurious loyalty, we further establish classification indicators for differentiating preferred from non-preferred customers. Notably, although commonly used in practice, we find sales volumes to be ineffective for that purpose. Keywords: Customer portfolio management; B2B customer/Supplier relationships; Customer taxonomy; Air cargo express services (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:90:y:2021:i:c:s0969699720305457 DOI: 10.1016/j.jairtraman.2020.101962 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 |
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