Airline Passengers
ISBN
978-1-4724-5103-3
Type
book section
Date Issued
2016-11
Author(s)
Editor(s)
Budd, Lucy
Ison, Stephen
Abstract (De)
Airlines create value for employees, investors, governments, customers and consumers. This chapter focuses on the customers and consumers of the airline product. Airline customers, who include passengers and corporate travel providers, exert considerable market power in the air transport industry through their purchasing decisions and travel behaviour. As a purchaser of a commercial aviation product, customers are responsible for stimulating product and service innovation and their behaviour ultimately decides which airlines succeed and which carriers fail. As all airlines offer the same basic product – safe carriage by air from A to B – they seek to differentiate themselves from their competitors on price and/or service. Airlines will only be successful if they are able to create sustainable value for their customers. Whereas customers make purchasing decisions consumers actually experience (consume) the product or service that has been bought. Satisfying the needs of passengers, who may be both customers and consumers, is inherently challenging and complex. This chapter focuses on three management tools that airlines use to achieve sustainable competitive advantage: passenger segmentation, customer value and customer retention.
Language
English
HSG Classification
contribution to education
HSG Profile Area
SoM - Business Innovation
Book title
Air Transport Management - An International Perspective
Publisher
Routledge
Publisher place
London, New York
Volume
1
Start page
139
End page
150
Pages
12
Subject(s)
Division(s)
Eprints ID
249884
File(s)![Thumbnail Image]()
open.access
Name
Chapter 10_Airline passengers_FINAL.pdf
Size
202.53 KB
Format
Adobe PDF
Checksum (MD5)
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