Building Loyalty: Maintenance, Customer Training and Offsets

Philippe Malaval, Christophe Bénaroya and Jonathan Aflalo
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Philippe Malaval: Toulouse Business School
Christophe Bénaroya: Toulouse Business School
Jonathan Aflalo: ATPCO-Airline Tariff Publishing Company

Chapter 14 in Aerospace Marketing Management, 2014, pp 509-543 from Springer

Abstract: Abstract In addition to marketing actions, companies in the aeronautics and space sector have developed many tools to increase the loyalty of customer companies including maintenance, training and financial compensation (offsets). These tools play an important role from the definition of the product/service mix to the development of customer loyalty.

Keywords: Spare Part; Customer Loyalty; Landing Gear; Military Spending; Marketing Department (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-319-01354-1_14

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DOI: 10.1007/978-3-319-01354-1_14

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