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Should We Differentiate Between Business And Private Customers?

Author

Listed:
  • Inger ROOS

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

  • Anders GUSTAFSSON

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

  • Bo EDVARDSSON

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

  • Peter LANDMARK

    () (Karlstad Airport, 65188 Karlstad, Sweden)

Abstract

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
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    File URL: http://mrp.ase.ro/no23/f2.pdf
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    References listed on IDEAS

    as
    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

    Keywords

    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

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