A Customer-Value Framework for Analyzing Airline Services

Abstract

Abstract A renewed interest in airline service quality has emerged as a result of ongoing growth of long-haul services and competition for high-yield passengers. This article focuses on the importance of specific service elements for business-class travelers. Customer-value drivers are identified based on expert interviews and the existing literature. The customervalue drivers are analyzed by applying choice-based conjoint analysis and evaluated according to customer segments. The results show that emotional values such as the airline brand play a more important role than other factors such as price, product features, service quality, and journey time.