Naslov
Airline service customers' perceptions about frequent flyer programs: A preliminary research

Autori
Ozretić-Došen, Đurđana ; Dragojević-Trcol, Martina ; Škare, Vatroslav

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Best Papers Proceedings - 11th International Forum on the Sciences, Techniques and Art Applied to Marketing, Academy and Profession: Innovation and Customer Satisfaction / Ortega, Enrique ; Pérez del Campo, Enrique - Madrid : Facultad de Sciencias Economicas y Empresariales, Universitad Complutense de Madrid, 2010, 61-80

ISBN
978-84-931234-6-8

Skup
11th International Forum on the Sciences, Techniques and Art Applied to Marketing, Academy and Profession: Innovation and Customer Satisfaction

Mjesto i datum
Madrid, Španjolska, 25.11.2010. - 26.11.2010

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
airline service; customer perceptions; frequent flyer programs; loyalty

Sažetak
The aim of this paper is twofold: first to present theoretical contributions on managing customer loyalty in airline services, and then to describe preliminary research of the airline customers' habits and perceptions of frequent flyer (FF) programs. Following the introduction, the paper presents background of the study of the relevant subject matter. The paper then presents the research methodology. Findings reveal that FF programs were recognized as incentive and award for airline service use while also proving successful in fostering loyalty among members. Through a richer offer, direct communication and establishing a relationship between the member and the FF program, airline companies may accomplish that the FF members feel more valuable than regular passengers.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA