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Study on Airport CRM Strategy and Tactics in Detainment

In: The 19th International Conference on Industrial Engineering and Engineering Management

Author

Listed:
  • Qing-song Zhang

    (Civil Aviation University of China)

  • Yi-nan Yang

    (Civil Aviation University of China)

  • Li Li

    (Civil Aviation University of China)

Abstract

The profits of passengers, airlines and airports are certainly harmed by air detainment. From the point of airport to avoid this, its two main customer types, airlines and passengers, are divided by customer subdivision based on their behavior. Study the decision of CRM strategy and tactics of airport aiming at airlines and passengers in air detainment and present the decision should be made based on CRM theory and distinguished from different customer types. Through the implement of these strategy and tactics, passengers’ rights and benefits are guaranteed, airlines loss are declined and extra profits are obtained by airport.

Suggested Citation

  • Qing-song Zhang & Yi-nan Yang & Li Li, 2013. "Study on Airport CRM Strategy and Tactics in Detainment," Springer Books, in: Ershi Qi & Jiang Shen & Runliang Dou (ed.), The 19th International Conference on Industrial Engineering and Engineering Management, edition 127, chapter 0, pages 1189-1199, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-38442-4_125
    DOI: 10.1007/978-3-642-38442-4_125
    as

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