Pregled bibliografske jedinice broj: 480679
Role of Frequent Flyer Programs in Fostering Loyalty among Airline Service Customers
Role of Frequent Flyer Programs in Fostering Loyalty among Airline Service Customers // 39th EMAC Conference - The Six Senses - The Essentials of marketing
Kopenhagen, Danska, 2010. (poster, međunarodna recenzija, neobjavljeni rad, znanstveni)
CROSBI ID: 480679 Za ispravke kontaktirajte CROSBI podršku putem web obrasca
Naslov
Role of Frequent Flyer Programs in Fostering Loyalty among Airline Service Customers
Autori
Ozretić Došen, Đurđana ; Dragojević-Trcol, Martina ; Škare, Vatroslav
Vrsta, podvrsta i kategorija rada
Sažeci sa skupova, neobjavljeni rad, znanstveni
Skup
39th EMAC Conference - The Six Senses - The Essentials of marketing
Mjesto i datum
Kopenhagen, Danska, 01.06.2010. - 04.06.2010
Vrsta sudjelovanja
Poster
Vrsta recenzije
Međunarodna recenzija
Ključne riječi
Customer Loyalty; Airline Service; Frequent Flyer Programs
Sažetak
This paper examines loyalty among airline service customers. The first part synthesizes theoretical contributions on the marketing strategies, employed by airline companies in building and managing customer loyalty. It then describes research of the habits and perceptions of frequent flyer (FF) programs, conducted via survey on a convenience sample of 91 respondents. It examined: reasons of affiliation to an FF program, mile collection and usage methods, customer satisfaction and loyalty to the FF program. FF programs were recognized as a welcome incentive and attractive award for airline service use while also proving successful in fostering loyalty among members.
Izvorni jezik
Engleski
