Study on Airport CRM Strategy and Tactics in Detainment

Qing-song Zhang (), Yi-nan Yang () and Li Li ()
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Qing-song Zhang: Civil Aviation University of China
Yi-nan Yang: Civil Aviation University of China
Li Li: Civil Aviation University of China

Chapter Chapter 125 in The 19th International Conference on Industrial Engineering and Engineering Management, 2013, pp 1189-1199 from Springer

Abstract: Abstract The profits of passengers, airlines and airports are certainly harmed by air detainment. From the point of airport to avoid this, its two main customer types, airlines and passengers, are divided by customer subdivision based on their behavior. Study the decision of CRM strategy and tactics of airport aiming at airlines and passengers in air detainment and present the decision should be made based on CRM theory and distinguished from different customer types. Through the implement of these strategy and tactics, passengers’ rights and benefits are guaranteed, airlines loss are declined and extra profits are obtained by airport.

Keywords: Detainment; Airport; Customer relationship; CRM strategy and tactics (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-38442-4_125

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DOI: 10.1007/978-3-642-38442-4_125

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