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Airline market share and customer service quality: a reference-dependent model

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  • Suzuki, Yoshinori
  • Tyworth, John E.
  • Novack, Robert A.

Abstract

Traditional models that explain the nature of the relationship between customer service quality and airline demand assume that the relationship can be approximated by using smooth or differentiable curves. Suzuki and Tyworth, however, recently argued that this assumption may not be valid, and that, if it is invalid, the model performance can be improved by using non-smooth functions to represent the relationship (Suzuki, Y., Tyworth, J.E., 1998. A theoretical framework for modeling sales-service relationships in the transportation industry. Transportation Research E 34 (2), 87-100). We use their framework to develop a model that represents the relationship between service quality and market share in the airline industry and then empirically compare its performance with conventional airline demand models. The results indicate that the relationship is characterized by a non-smooth curve and that our model provides a significantly better goodness of fit than other conventional demand models.

Suggested Citation

  • Suzuki, Yoshinori & Tyworth, John E. & Novack, Robert A., 2001. "Airline market share and customer service quality: a reference-dependent model," Transportation Research Part A: Policy and Practice, Elsevier, vol. 35(9), pages 773-788, November.
    • Handle: RePEc:eee:transa:v:35:y:2001:i:9:p:773-788
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    References listed on IDEAS

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    1. Suzuki, Yoshinori, 2000. "The relationship between on-time performance and airline market share: a new approach," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 36(2), pages 139-154, June.
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    8. Suzuki, Yoshinori & Tyworth, John E., 1998. "A theoretical framework for modeling sales-service relationships in the transportation industry," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 34(2), pages 87-100, June.
    9. Corsi, Thomas & Dresner, Martin & Windle, Robert, 1997. "Air Passenger Forecasts: Principles and Practices," Journal of the Transportation Research Forum, Transportation Research Forum, vol. 36(2).
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    Cited by:

    1. Lurkin, Virginie & Garrow, Laurie A. & Higgins, Matthew J. & Newman, Jeffrey P. & Schyns, Michael, 2017. "Accounting for price endogeneity in airline itinerary choice models: An application to Continental U.S. markets," Transportation Research Part A: Policy and Practice, Elsevier, vol. 100(C), pages 228-246.
    2. Yi-Wen Fan & Edward Ku, 2008. "Customer focus, service process fit and customer relationship management profitability: the effect of knowledge sharing," The Service Industries Journal, Taylor & Francis Journals, vol. 30(2), pages 203-223, February.
    3. Tsionas, Efthymios & Assaf, A. George & Gillen, David & Mattila, Anna S., 2017. "Modeling technical and service efficiency," Transportation Research Part B: Methodological, Elsevier, vol. 96(C), pages 113-125.
    4. Turel, Ofir & Connelly, Catherine E., 2013. "Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters," International Journal of Information Management, Elsevier, vol. 33(4), pages 674-683.
    5. Aldric Vives & Marta Jacob & Eugeni Aguiló, 2019. "Online hotel demand model and own-price elasticities: An empirical application in a mature resort destination," Tourism Economics, , vol. 25(5), pages 670-694, August.
    6. Jiun-Hung Lin & Tzong-Ru Lee & William Jen, 2008. "Assessing asymmetric response effect of behavioral intention to service quality in an integrated psychological decision-making process model of intercity bus passengers: a case of Taiwan," Transportation, Springer, vol. 35(1), pages 129-144, January.
    7. Zhang, Ling & Zhang, Luping & Zhou, Peng & Zhou, Dequn, 2015. "A non-additive multiple criteria analysis method for evaluation of airline service quality," Journal of Air Transport Management, Elsevier, vol. 47(C), pages 154-161.
    8. Aldric Vives & Marta Jacob & Marga Payeras, 2018. "Revenue management and price optimization techniques in the hotel sector," Tourism Economics, , vol. 24(6), pages 720-752, September.
    9. Mabit, Stefan L. & Cherchi, Elisabetta & Jensen, Anders F. & Jordal-Jørgensen, Jørgen, 2015. "The effect of attitudes on reference-dependent preferences: Estimation and validation for the case of alternative-fuel vehicles," Transportation Research Part A: Policy and Practice, Elsevier, vol. 82(C), pages 17-28.
    10. Liou, James J.H. & Tzeng, Gwo-Hshiung, 2007. "A non-additive model for evaluating airline service quality," Journal of Air Transport Management, Elsevier, vol. 13(3), pages 131-138.
    11. Coldren, Gregory M. & Koppelman, Frank S., 2005. "Modeling the competition among air-travel itinerary shares: GEV model development," Transportation Research Part A: Policy and Practice, Elsevier, vol. 39(4), pages 345-365, May.
    12. Coldren, Gregory M. & Koppelman, Frank S. & Kasturirangan, Krishnan & Mukherjee, Amit, 2003. "Modeling aggregate air-travel itinerary shares: logit model development at a major US airline," Journal of Air Transport Management, Elsevier, vol. 9(6), pages 361-369.
    13. Grigolon, Anna B. & Kemperman, Astrid D.A.M. & Timmermans, Harry J.P., 2012. "Student’s vacation travel: A reference dependent model of airline fares preferences," Journal of Air Transport Management, Elsevier, vol. 18(1), pages 38-42.
    14. Ahmed Abdelghany & Khaled Abdelghany & Ching-Wen Huang, 2021. "An integrated reinforced learning and network competition analysis for calibrating airline itinerary choice models with constrained demand," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 20(3), pages 227-247, June.
    15. Goić, Marcel & Levenier, Camilo & Montoya, Ricardo, 2021. "Drivers of customer satisfaction in the grocery retail industry: A longitudinal analysis across store formats," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).

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