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Author: Evert R. de Boer
Publisher: Springer
ISBN: 3319626000
Category : Business & Economics
Languages : en
Pages : 268
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Book Description
This book offers the first comprehensive exploration of frequent flyer programs. By combining academic research with extensive insights and examples from the actual business world, it explores the key drivers and strategies of airline loyalty marketing today in an unprecedented manner. Strategy in Airline Loyalty also explores how the programs have evolved over time from marketing programs to financial powerhouses, identifying both the catalysts for change, as well as the strategic options and underlying trade-offs available to airlines. Covering diverse angles ranging from behavioral economics, to accounting, and structural design, the book reviews every core aspect of frequent flyer programs and offers extensive frameworks and definitions. The book provides a useful and complete reference for researchers, and helps those interested in frequent flyer programs to develop a better understanding of their past, present and future.
Author: Evert R. de Boer
Publisher: Springer
ISBN: 3319626000
Category : Business & Economics
Languages : en
Pages : 268
Get Book
Book Description
This book offers the first comprehensive exploration of frequent flyer programs. By combining academic research with extensive insights and examples from the actual business world, it explores the key drivers and strategies of airline loyalty marketing today in an unprecedented manner. Strategy in Airline Loyalty also explores how the programs have evolved over time from marketing programs to financial powerhouses, identifying both the catalysts for change, as well as the strategic options and underlying trade-offs available to airlines. Covering diverse angles ranging from behavioral economics, to accounting, and structural design, the book reviews every core aspect of frequent flyer programs and offers extensive frameworks and definitions. The book provides a useful and complete reference for researchers, and helps those interested in frequent flyer programs to develop a better understanding of their past, present and future.
Author: Ben Beiske
Publisher: diplom.de
ISBN: 3832454640
Category : Business & Economics
Languages : en
Pages : 114
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Book Description
Inhaltsangabe:Abstract: This report will demonstrate the importance of Loyalty Management in the competitive environment of the airline industry and will show that a successful approach to Loyalty Management consists of three different, interlinked aspects. These three pillars are Customer Service, Frequent Flyer Programs, and Complaint Management; their interdependence will be analysed in depth, with special attention given to the perceived importance of Frequent Flyer Programs. Findings from a detailed literature review and a survey show that customers do indeed perceive these issues as vital with regards to their loyalty towards a particular airline. It was found that Customer Service can be regarded as the foundation for Loyalty Management; it can help an airline to gain competitive advantage by setting it apart from its competitors. Frequent Flyer Programs, if implemented and run properly, can provide the customer with added value. As such, they compliment Customer Service and can help to increase overall loyalty. Additionally, Complaint Management was found to be gaining importance among airlines. The number of complaints was shown to be rising gradually, stressing the growing significance of efficient Complaint Management and its strong after-effect on customer loyalty. Inhaltsverzeichnis:Table of Contents: 1.INTRODUCTION6 1.1AIM AND OBJECTIVES OF THE REPORT7 1.2TERMINOLOGY9 1.3BACKGROUND INFORMATION: LOYALTY MANAGEMENT9 1.3.1DEFINITIONS9 1.3.2TRADITIONAL MARKETING AND LOYALTY MANAGEMENT10 1.3.3IMPORTANCE OF LOYALTY MANAGEMENT12 1.4CHARACTERISTICS OF THE AIRLINE MARKET13 1.4.1AIRLINE INDUSTRY ANALYSIS - STEEPLE13 1.4.1.1Social13 1.4.1.2Technological14 1.4.1.3Economical14 1.4.1.4Environmental14 1.4.1.5Political15 1.4.1.6Legal15 1.4.1.7Ethical15 1.4.2CONSOLIDATION IN PRACTICE: BRITISH AIRWAYS16 1.4.2.1British Airways and KLM16 1.4.2.2British Airways and American Airlines18 1.4.3THE CURRENT AIRLINE SITUATION19 2.LITERATURE REVIEW22 2.1CUSTOMER SERVICE22 2.1.1BACKGROUND INFORMATION23 2.1.1.1Singapore Airlines23 2.1.2REVELATION OF DISSATISFACTION24 2.1.3EMPLOYEES25 2.1.4COMMUNICATION25 2.1.5THE CUSTOMER26 2.1.5.1Customer Requirements26 2.1.6SERVICE QUALITY27 2.1.6.1Quality and Retaining Customers28 2.1.7ORIENTATION OF COMPANY29 2.1.8CONCLUSION CUSTOMER SERVICE29 2.2FREQUENT FLYER PROGRAMS31 2.2.1BACKGROUND INFORMATION31 2.2.1.1Statistics Frequent Flyer Programs32 2.2.2CRITICAL SUCCESS FACTORS [...]
Author: Linda King
Publisher: Independently Published
ISBN:
Category :
Languages : en
Pages : 88
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Book Description
Are you a traveller who loves money-saving books? Want to know how to build airline loyalty points quickly? Then this book is for you. Buy it now. The Smart Travelista's Guide: How to increase your airline loyalty points & fly for free, shares the insider tips and secrets to increasing your airline loyalty points. Understand your airline loyalty program and make it work for you. You can earn loyalty points without having to fly. Take advantage of everything available to earn points. This easy-to-follow guide will take you step by step in selecting an airline loyalty program, how to maximise your points and booking your free flight. Each chapter in the book will provide you with new insights, tools, and strategies to build those airline points quickly. It's simple when you know how. Airline loyalty programs featured in the book: AAdvantage - American Airlines Aeroplan - Air Canada Airpoints - Air New Zealand Executive Club - British Airways Flying Blue - Air France/KLM KrisFlyer - Singapore Airlines Qantas Frequent Flyer - Qantas Skywards - Emirates Velocity Frequent Flyer - Virgin Australia Ready to take the next step? Buy yourself a copy of this ultimate airline loyalty points guide now. It will be the best money you have spent this year. Are you ready to be a Smart Travelista?
Author: Scott Ambrose
Publisher: Routledge
ISBN: 0429614160
Category : Transportation
Languages : en
Pages : 256
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Book Description
Applying fundamentals of marketing to commercial passenger air transportation, this textbook puts the emphasis on marketing principles and illustrative ways in which airlines can distinguish themselves within the highly competitive global marketplace. Fundamentals of Airline Marketing begins with a survey of current airline business strategies and the macro forces that have shaped the airline industry in the past and will continue to do so in the future. The growing importance of technology is discussed both from the perspective of better understanding customer needs and engaging more effectively with them. The central role of the "customer" is explored through the lens of modern segmentation and branding approaches. Coverage then shifts to the tactical decision areas consisting of the 4Ps—product, place, promotion, and price—in which marketers shape and execute their strategies. The book concludes with a focus on executing marketing initiatives internally through customer-facing employee groups and externally through the measurement and management of the customer experience. Fundamentals of Airline Marketing: • is an accessible textbook on the fundamentals of marketing for commercial passenger air transportation; • chronicles the marketing innovations and controversies that have been central to the historic shift in airline fortunes; • demonstrates how airline decisions fit within the fundamentals of marketing and how the marketplace is continuing to evolve; • provides a bridge between key marketing principles and their specific application to the airline industry in each chapter. This textbook is written primarily for undergraduate college students enrolled in aviation business administration programs and related courses. It will also serve as an accessible primer on airline marketing for industry professionals not presently working in marketing and for frontline airline employees seeking to learn more about marketing.
Author: Henry Mintzberg
Publisher: Texere Publishing
ISBN: 9781587990632
Category : Aeronautics, Commercial
Languages : en
Pages : 0
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Book Description
Provides an irreverent look at waiting at check-in, security gate, crowded seating, and airline food.
Author: Harvard Business Review
Publisher: Harvard Business Press
ISBN: 1422162524
Category : Business & Economics
Languages : en
Pages : 234
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Book Description
How do you keep your customers coming back - and get them to bring others? This collection of HBR articles helps you: turn angry customers into loyal advocates; get more people to recommend you; boost customer satisfaction by satisfying your employees; and, focus on profitable customers - whether they're loyal or not.
Author: Greg J. Bamber
Publisher: Cornell University Press
ISBN: 0801458331
Category : Business & Economics
Languages : en
Pages : 237
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Book Description
When both an industry's workers and its customers report high and rising frustration with the way they are being treated, something is fundamentally wrong. In response to these conditions, many of the world's airlines have made ever-deeper cuts in services and their workforces. Is it too much to expect airlines, or any other enterprise, to provide a fair return to investors, high-quality reliable service to their customers, and good jobs for their employees? Measured against these three expectations, the airline industry is failing. In the first five years of the twenty-first century alone, U.S. airlines lost a total of $30 billion while shedding 100,000 jobs, forcing the remaining workers to give up over $15 billion in wages and benefits. Combined with plummeting employee morale, shortages of air traffic controllers, and increased congestion and flight delays, a total collapse of the industry may be coming. Is this state of affairs inevitable? Or is it possible to design a more sustainable, less volatile industry that better balances the objectives of customers, investors, employees, and the wider society? Does deregulation imply total abrogation of government's responsibility to oversee an industry showing the clear signs of deterioration and increasing risk of a pending crisis? Greg J. Bamber, Jody Hoffer Gittell, Thomas A. Kochan, and Andrew von Nordenflycht explore such questions in a well-informed and engaging way, using a mix of quantitative evidence and qualitative studies of airlines from North America, Asia, Australia, and Europe. Up in the Air provides clear and realistic strategies for achieving a better, more equitable balance among the interests of customers, employees, and shareholders. Specifically, the authors recommend that firms learn from the innovations of companies like Southwest and Continental Airlines in order to build a positive workplace culture that fosters coordination and commitment to high-quality service, labor relations policies that avoid long drawn-out conflicts in negotiating new agreements, and business strategies that can sustain investor, employee, and customer support through the ups and downs of business cycles.
Author: Arch G. Woodside
Publisher: CABI
ISBN: 1845933230
Category : Business & Economics
Languages : en
Pages : 540
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Book Description
This book provides in-depth empirical reports on specific topics within five general areas of tourism management and marketing: (1) scanning and sense making; (2) planning; (3) implementing; (4) evaluating actions/process and performance outcomes; and (5) administering. Offering descriptions, tools and examples of tourism management decision making, the book is useful for students in tourism and management and for tourism executives. It has 27 chapters and a subject index.
Author: Steve Belkin
Publisher:
ISBN: 9781736688625
Category :
Languages : en
Pages : 290
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Book Description
Steve Belkin is the 'Catch Me If You Can' of the frequent flyer mileage world and master navigator of the airline rewards underground. You be the judge of whether Belkin's sometimes daring, sometimes dubious, but always madcap, multi-million mileage earning was the stuff worthy of admiration or derision. With his over-the-top mileage earning plots, Belkin's attempts to stay under the radar were impossible. He couldn't escape the crosshairs of the airline fraud and security departments, the federal district court of Massachusetts, the Drug Enforcement Agency in Thailand, or the fearsome 'chocolate police' from Swiss Air. Were his mileage projects entrepreneurial escapades, greedy exploits or dark schemes? Even Belkin wasn't always sure. Once Belkin discovered creative and convoluted ways to earn international Business Class award tickets for pennies (even tenths-of a penny!) on the dollar, it became increasingly hard for him to determine when enough was enough. Was his relentless pursuit of the Almighty Mile steeped in opportunity or obsessiveness? Belkin mastered the art of mileage laundering. He found otherwise arcane promotions and products like luggage tags, magazine subscriptions and hair transplant consultations which seemingly only yielded a couple of thousand miles. Yet, he bought thousands of these superfluous items to transform them into a multi-million mile earning extravaganzas. Airline mileage earning is an unwitting hobby for the millions of people who step on a plane or whip out their credit card. But, it's a hobby fraught with frustration and resentment. The vast majority of people are thwarted in their attempts to redeem their miles at all, and those who do redeem, often are forced to do so at the extortionate peak rates. Mileage Maniac isn't a how-to book to make the mileage game easier for the reader. Rather, it's a chance for the reader to revel in the fact that somebody finally, namely Steve Belkin, actually beat the airlines (and beat 'em good!) at their own game. Mileage godfather Randy Petersen (FlyerTalk) and current mileage maestro Brian Kelly (The Points Guy) both concur that Belkin was one of the precursors of travel hacking.
Author: Lucy Budd
Publisher: Routledge
ISBN: 9781472451613
Category :
Languages : en
Pages : 330
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Book Description
The world's commercial aviation industry comprises a complex and highly diverse range of businesses with different forms of governance, ownership, management structure and organisational philosophies. The essays in this Volume address issues of market structure, focusing particularly on changes in the aviation industry that have resulted from policies of deregulation, as well as revenue, cost and pricing, airline mergers and acquisitions and the reasons for and characteristics of global airline alliances. One of the most significant developments in aviation business strategy over the last four decades has been the emergence and expansion of low cost carriers and the implications that this business model has had for the sector in terms of competition, route offering, service innovation and profitability. Central to these discussions are issues of cost and the need to manage yields. This raises the issue of pricing, elasticity, and price discrimination, all of which are of relevance to passenger airlines, air cargo operators and airports. Policies of air service deregulation and liberalisation have fundamentally changed the market structure of airlines and airports. As a result of new airlines entering the market place, many incumbent carriers sought to protect and grow their market share by reconfiguring their network into a hub and spoke operation and merging with, or acquiring their competitors. Another strategy airlines can use to increase their network presence, market power, and obtain enhanced economies of scale and scope is to enter into a strategic alliance with another carrier. Membership of an alliance enables a firm to access new markets that would previously have been difficult and/or expensive to operate into and help to overcome (at least in part) ownership restrictions, a lack of traffic rights to a particular country and markets with limited demand. Deregulation and liberalisation have also changed the competitive nature of the airline market and led to a change in the ownership and control of airports and airlines with many moving from the public to the private sector. The increasingly competitive and contestable market, combined with commercial imperatives to generate a return on investment, means that airlines and airports are incentivised to grow their business through marketing and enhanced customer loyalty. Airlines helped to pioneer the development of customer loyalty schemes and the resulting frequent flyer programmes have become a standard aspect of many full service airline operators' product offerings. However, increased competition and business model innovation have prompted a reconfiguration of these schemes with some low cost operators now incorporating elements of frequent flyer schemes.
