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

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  • 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
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    References listed on IDEAS

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    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.
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    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.

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