IDEAS home Printed from https://ideas.repec.org/a/eee/jaitra/v27y2013icp20-24.html
   My bibliography  Save this article

Return on quality: Simulating customer retention in a flight firming project

Author

Listed:
  • Costantino, Francesco
  • Di Gravio, Giulio
  • Tronci, Massimo

Abstract

The paper presents a return on quality model designed to assess projects of service quality that can help airlines in retaining passengers. Such models can enable carriers simulate scenarios and assist management in decision-making processes, identifying the elements of performance that can lead to rejection or approval by passengers. An application of the methodology considers the flight firming project of a major airline company that had the target of improving the service quality offered in the business class booking and refunding processes, reducing at the same time the amount of denied boarding due to overbooking.

Suggested Citation

  • Costantino, Francesco & Di Gravio, Giulio & Tronci, Massimo, 2013. "Return on quality: Simulating customer retention in a flight firming project," Journal of Air Transport Management, Elsevier, vol. 27(C), pages 20-24.
    • Handle: RePEc:eee:jaitra:v:27:y:2013:i:c:p:20-24
    DOI: 10.1016/j.jairtraman.2012.11.003
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969699712001469
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jairtraman.2012.11.003?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Dolnicar, Sara & Grabler, Klaus & Grün, Bettina & Kulnig, Anna, 2011. "Key drivers of airline loyalty," Tourism Management, Elsevier, vol. 32(5), pages 1020-1026.
    2. Suzuki, Yoshinori, 2006. "The net benefit of airline overbooking," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 42(1), pages 1-19, January.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Patriarca, Riccardo & Di Gravio, Giulio & Costantino, Francesco, 2016. "Assessing performance variability of ground handlers to comply with airport quality standards," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 1-6.
    2. Vlachos, Ilias & Lin, Zhibin, 2014. "Drivers of airline loyalty: Evidence from the business travelers in China," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 71(C), pages 1-17.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ma, Jie & Tse, Ying Kei & Wang, Xiaojun & Zhang, Minhao, 2019. "Examining customer perception and behaviour through social media research – An empirical study of the United Airlines overbooking crisis," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 127(C), pages 192-205.
    2. Alavi Fard, Farzad & Sy, Malick & Ivanov, Dmitry, 2019. "Optimal overbooking strategies in the airlines using dynamic programming approach in continuous time," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 128(C), pages 384-399.
    3. Wang, Xiaojia & Fung, Richard Y.K., 2014. "An option-based hedging mechanism for managing the risk of overbooking in parallel airline alliances," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 70(C), pages 146-162.
    4. Zijlstra, Toon, 2020. "A border effect in airport choice: Evidence from Western Europe," Journal of Air Transport Management, Elsevier, vol. 88(C).
    5. Vlachos, Ilias & Lin, Zhibin, 2014. "Drivers of airline loyalty: Evidence from the business travelers in China," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 71(C), pages 1-17.
    6. Truong, Dothang & Pan, Jing Yu & Buaphiban, Thapanat, 2020. "Low cost carriers in Southeast Asia: How does ticket price change the way passengers make their airline selection?," Journal of Air Transport Management, Elsevier, vol. 86(C).
    7. Farzadnia, Siavash & Raeesi Vanani, Iman, 2022. "Identification of opinion trends using sentiment analysis of airlines passengers' reviews," Journal of Air Transport Management, Elsevier, vol. 103(C).
    8. Ronal Reddy, 2021. "Reasons for changes of passenger perceptions of low cost carriers identified on social media - a case study on Jetstar Airways - A literature review," Technium Social Sciences Journal, Technium Science, vol. 19(1), pages 520-534, May.
    9. Chung, Yi-Shih & Feng, Cheng-Min, 2016. "Brand relationship between global airline alliances and their member airlines," Journal of Air Transport Management, Elsevier, vol. 55(C), pages 222-233.
    10. Bharill, Rohit & Rangaraj, Narayan, 2008. "Revenue management in railway operations: A study of the Rajdhani Express, Indian Railways," Transportation Research Part A: Policy and Practice, Elsevier, vol. 42(9), pages 1195-1207, November.
    11. Akamavi, Raphaël K. & Mohamed, Elsayed & Pellmann, Katharina & Xu, Yue, 2015. "Key determinants of passenger loyalty in the low-cost airline business," Tourism Management, Elsevier, vol. 46(C), pages 528-545.
    12. Karaman, Abdullah S. & Akman, Engin, 2018. "Taking-off corporate social responsibility programs: An AHP application in airline industry," Journal of Air Transport Management, Elsevier, vol. 68(C), pages 187-197.
    13. Lin, Yi-Hsin & Zhang, Chrystal, 2021. "Investigating air travellers’ travel motivation during a pandemic crisis," Journal of Air Transport Management, Elsevier, vol. 97(C).
    14. Erdogan Koc, & Aybeniz Akdeniz Ar, & Gulnil Aydin, 2017. "The Potential Implications Of Indulgence And Restraint On Service Encounters In Tourism And Hospitality," EcoForum, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 6(3), pages 1-11, august.
    15. Jiang, Hongwei & Zhang, Yahua, 2016. "An investigation of service quality, customer satisfaction and loyalty in China's airline market," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 80-88.
    16. Bogicevic, Vanja & Yang, Wan & Cobanoglu, Cihan & Bilgihan, Anil & Bujisic, Milos, 2016. "Traveler anxiety and enjoyment: The effect of airport environment on traveler's emotions," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 122-129.
    17. Hu, Kai-Chieh & Hsiao, Man-Wei, 2016. "Quality risk assessment model for airline services concerning Taiwanese airlines," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 177-185.
    18. Han, Heesup, 2013. "Effects of in-flight ambience and space/function on air travelers' decision to select a low-cost airline," Tourism Management, Elsevier, vol. 37(C), pages 125-135.
    19. Gang-Hoon Seo & Munehiko Itoh, 2020. "Perceptions of Customers as Sustained Competitive Advantages of Global Marketing Airline Alliances: A Hybrid Text Mining Approach," Sustainability, MDPI, vol. 12(15), pages 1-15, August.
    20. Shen, Chao & Yahya, Yazkhiruni, 2021. "The impact of service quality and price on passengers' loyalty towards low-cost airlines: The Southeast Asia perspective," Journal of Air Transport Management, Elsevier, vol. 91(C).

    Corrections

    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:eee:jaitra:v:27:y:2013:i:c:p:20-24. See general information about how to correct material in RePEc.

    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 bibliographic 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.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.journals.elsevier.com/journal-of-air-transport-management/ .

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

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.