HighlightsThe impact of passenger’s operational characteristics on airline choice is examined.Segmenting passengers by exposure to operations reveals different service requirements.Passengers’ value-of-time shows differentiated service requirements.Service quality/price should be differentiated by passengers’ operational exposure.
AbstractThis study examines how a passenger’s operational exposure and value-of-time moderate the relationship between airline quality and passenger choice. Using a choice model, we show that the positive impact of providing nonstop flights and higher on-time performance is enforced by a passenger’s exposure to airline operations, and high time value. In particular, the results show that segmenting passengers by their operational exposure may generate demand, even in a fairly standardized service operations industry, such as the airline industry. Finally, we discuss potential ways that airlines can discriminate the quality or the price of services provided based on our findings.
The impact of operational exposure and value-of-time on customer choice: Evidence from the airline industry
Transportation Research Part A: Policy and Practice ; 103 ; 455-471
2017-01-01
17 pages
Aufsatz (Zeitschrift)
Elektronische Ressource
Englisch
Airline Member Customer Value Analysis: Data Visualization
VDE-Verlag | 2022
|Customer Relationship Marketing in the Airline Industry
Springer Verlag | 2000
|Customer segmentation revisited: The case of the airline industry
Online Contents | 2008
|