A Customer‐Value Framework for Analyzing Airline Services

Tina Boetsch, Thomas Bieger and Andreas Wittmer

Transportation Journal, 2011, vol. 50, issue 3, 251-270

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 article 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 customervalue 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.

Date: 2011
References: Add references at CitEc
Citations:

Downloads: (external link)
https://doi.org/10.5325/transportationj.50.3.0251

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:wly:transj:v:50:y:2011:i:3:p:251-270

Access Statistics for this article

More articles in Transportation Journal from John Wiley & Sons
Bibliographic data for series maintained by Wiley Content Delivery ().