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A Customer‐Value Framework for Analyzing Airline Services

Author

Listed:
  • Tina Boetsch
  • Thomas Bieger
  • Andreas Wittmer

Abstract

A renewed interest in airline service quality has emerged as a result of ongoing growth of long‐haul services and competition for high‐yield passengers. This article focuses on the importance of specific service elements for business‐class travelers. Customer‐value drivers are identified based on expert interviews and the existing literature. The customervalue drivers are analyzed by applying choice‐based conjoint analysis and evaluated according to customer segments. The results show that emotional values such as the airline brand play a more important role than other factors such as price, product features, service quality, and journey time.

Suggested Citation

  • Tina Boetsch & Thomas Bieger & Andreas Wittmer, 2011. "A Customer‐Value Framework for Analyzing Airline Services," Transportation Journal, John Wiley & Sons, vol. 50(3), pages 251-270, July.
    • Handle: RePEc:wly:transj:v:50:y:2011:i:3:p:251-270
    DOI: 10.5325/transportationj.50.3.0251
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    References listed on IDEAS

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    1. Wolfgang Ulaga, 2003. "Capturing value creation in business relationships: A customer perspective," Post-Print hal-00484963, HAL.
    2. Laitamäki, Jukka & Kordupleski, Raymond, 1997. "Building and deploying profitable growth strategies based on the waterfall of customer value added," European Management Journal, Elsevier, vol. 15(2), pages 158-166, April.
    3. Andreas Eggert & Wolfgang Ulaga, 2002. "Customer perceived value: a substitute for satisfaction in business markets?," Post-Print hal-00484980, HAL.
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    Cited by:

    1. Nicolò Masorgo & Saif Mir & Adriana Rossiter Hofer, 2022. "Expectations vs Experience: Managing the Adverse Effects of Service Failures on Customer Satisfaction in the Airline Industry," Transportation Journal, John Wiley & Sons, vol. 61(3), pages 231-262, June.
    2. Chen, Mu-Chen & Hsu, Chia-Lin & Su, Yu-Han, 2026. "Proposing improvement strategies for in-flight service in the post-COVID-19 pandemic era with passengers’ requirements," Journal of Air Transport Management, Elsevier, vol. 131(C).

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