IDEAS home Printed from
   My bibliography  Save this article

Should We Differentiate Between Business And Private Customers?


  • Inger ROOS

    () (Service Research Center, Karlstad University, 65188 Karlstad, Sweden)


    () (Service Research Center, Karlstad University, 65188 Karlstad, Sweden)


    () (Service Research Center, Karlstad University, 65188 Karlstad, Sweden)

  • Peter LANDMARK

    () (Karlstad Airport, 65188 Karlstad, Sweden)


The literature on how customers make their service-provider choices largely distinguishes between private and business customers, and companies’ offerings have been separated accordingly. This study takes a closer look at the possible differences between these two customer categories. The results are explorative and based on both qualitative and quantitative studies focusing on customers’ actual behavior. The findings show that it is not only job-related aspects such as “being able to work” that influence business travel, and that private matters such as “time with the family” are clearly of equal significance in the choice situation. Price perception is important, but only when it is set against the appropriate social costs. The contradiction appears in the airlines’ offers to these customers, which are generally specifically job related. The results of the present study show that most business customers are, in fact, “private customers”.

Suggested Citation

  • Inger ROOS & Anders GUSTAFSSON & Bo EDVARDSSON & Peter LANDMARK, 2010. "Should We Differentiate Between Business And Private Customers?," Management Research and Practice, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 2(3), pages 249-263, September.
  • Handle: RePEc:rom:mrpase:v:2:y:2010:i:3:p:249-263

    Download full text from publisher

    File URL:
    Download Restriction: no

    References listed on IDEAS

    1. Nedungadi, Prakash, 1990. " Recall and Consumer Consideration Sets: Influencing Choice without Altering Brand Evaluations," Journal of Consumer Research, Oxford University Press, vol. 17(3), pages 263-276, December.
    2. Woodside, Arch G. & Trappey, Randolph III, 1996. "Customer portfolio analysis among competing retail stores," Journal of Business Research, Elsevier, vol. 35(3), pages 189-200, March.
    Full references (including those not matched with items on IDEAS)

    More about this item


    air travel; customer relationships; business-to-business relationships; preferences; choice; service;

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General


    Access and download statistics


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rom:mrpase:v:2:y:2010:i:3:p:249-263. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Colesca Sofia). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.