Download or read book Strategy in Airline Loyalty written by Evert R. de Boer and published by Springer. This book was released on 2017-10-09 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Loyalty Management in the Airline Industry written by Ben Beiske and published by diplom.de. This book was released on 2002-05-29 with total page 114 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 [...]
Download or read book The Smart Travelista s Guide written by Linda King and published by Independently Published. This book was released on 2021-02-28 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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?
Download or read book Fundamentals of Airline Marketing written by Scott Ambrose and published by Routledge. This book was released on 2021-05-27 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Why I Hate Flying written by Henry Mintzberg and published by Texere Publishing. This book was released on 2001 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides an irreverent look at waiting at check-in, security gate, crowded seating, and airline food.
Download or read book Harvard Business Review on Increasing Customer Loyalty written by Harvard Business Review and published by Harvard Business Press. This book was released on 2011 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Tourism Management written by Arch G. Woodside and published by CABI. This book was released on 2008 with total page 540 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Mileage Maniac written by Steve Belkin and published by . This book was released on 2021-06-21 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Networks in Aviation written by Philipp Goedeking and published by Springer Science & Business Media. This book was released on 2010-10-07 with total page 157 pages. Available in PDF, EPUB and Kindle. Book excerpt: Aviation networks play a critical role in the success of today’s airlines and airports. This book provides insight on all aspects of modern network strategies and structures, ranging from market research to hub design, operations, organization, alliances, benchmarking, and antitrust issues. Considering both the airline and the airport perspectives, the book explains the economics of connectivity or productivity-driven hub structures through basic mathematics, which helps the reader to comprehend the structural strengths and weaknesses of aviation networks. More than 100 charts help clarify the topics at hand.
Download or read book Aviation Business Strategy written by Lucy Budd and published by Routledge. This book was released on 2019-10-21 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Relationship Marketing written by Thorsten Hennig-Thurau and published by Springer Science & Business Media. This book was released on 2013-06-29 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: Relationship Marketing provides a comprehensive overview of the fundamentals and important recent developments in this fast-growing field. "This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require." PROF. PHILIP KOTLER, NORTHWESTERN UNIVERSITY, ILLINOIS
Download or read book Services Marketing People Technology Strategy Eighth Edition written by Jochen Wirtz and published by World Scientific Publishing Company. This book was released on 2016-03-29 with total page 801 pages. Available in PDF, EPUB and Kindle. Book excerpt: Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.
Download or read book Air Transport and Tourism written by M.R. Dileep and published by Routledge. This book was released on 2021-09-30 with total page 566 pages. Available in PDF, EPUB and Kindle. Book excerpt: Air Transport and Tourism: Interrelationship, Operations and Strategies is a comprehensive textbook covering all major aspects of air transport from operational and managerial perspectives, as well as exploring the intricate relationship that exists between the air transport and tourism industries. The book introduces and provides in-depth coverage of the complexities of the airline industry and the tourism industry and the ways in which they are connected and impact on each other, for example, the destination–airport–airline nexus, and the roles of air transport and airlines in tourism and vice versa. Emphasis is placed on current and future trends, the impact of COVID-19, sustainability and environmental challenges throughout. Comprehensive coverage of airline operations, strategic management and planning, airport operations and air transport information technology is also provided, offering a practical viewpoint on these vital aspects of the subject. This will be the ideal introductory textbook for students of tourism and hospitality studying courses in aviation and air travel.
Download or read book Driving Loyalty written by Kirk Kazanjian and published by Random House Digital, Inc.. This book was released on 2013-04-23 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical, story-driven book on the importance of building and inspiring loyalty among employees, customers, clients, and vendors, based on the lessons learned from the phenomenally successful Enterprise car rental company.
Download or read book Loyalty Rules written by Frederick F. Reichheld and published by Harvard Business Press. This book was released on 2003 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Reichheld outlines a strong argument for companies to develop policies that foster loyalty among customers and employers." -Financial Times In this provocative yet practical book, Fred Reichheld argues that loyalty provides the acid test for leadership in today's volatile business environment, and that most leaders deserve failing grades. Reichheld's 1996 international bestseller, The Loyalty Effect, set out his theory and convincingly established the link between loyalty and bottom-line profits. In Loyalty Rules, he moves from theory to practice, using vivid stories from many of today's most successful companies to illustrate how superior leaders create networks of mutually beneficial, trust-inspiring partnerships between customers, employees, suppliers, and investors.
Download or read book Loyalty Schemes in Retailing written by Nicolas Hoffmann and published by Forschungsergebnisse der Wirtschaftsuniversität Wien. This book was released on 2013 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: To test the impact of stand-alone vs. multi-partner programs on customer loyalty, management interviews were conducted and a survey with 1,150 German customers of two fuel station chains was carried out. Stand-alone programs were found to excel at generating behavioral and attitudinal loyalty, as well as positive word-of-mouth.
Download or read book Airline Marketing and Management written by Stephen Shaw and published by Ashgate Publishing, Ltd.. This book was released on 2007 with total page 340 pages. Available in PDF, EPUB and Kindle. Book excerpt: Through five previous editions "Airline Marketing and Management" by Stephen Shaw has established itself as the preferred textbook for students of the principles of marketing and their application in today's airline industry; as well as a reliable reference work for those with a professional interest in the area. Carefully revised, the sixth edition of this internationally successful book includes new material on: the impact of the Trade Cycle and the current period of high oil prices on the demand for air travel; the effect of current trends towards regulatory reform and the relaxation of Ownership and Control rules on the structure of the international airline industry; the continuing strong impact of Low Cost Carriers, and the strategic options open to so-called 'Legacy' airlines as they respond to the challenges facing them; and, the setting up of new 'Business Class Only' airlines. Why are they appearing now, and what are their long-term chances of success? An initial review of the structure of the air transport market and the industry marketing environment is followed by detailed chapters examining airline business and marketing strategies, product design and management, pricing and revenue management, current and possible future distribution channels, and selling, advertising and promotional policies. The reader will benefit from greater understanding of both marketing and airline industry jargon and from the knowledge obtained regarding the significant strategic challenges facing aviation at the present time. Written in a straightforward, easy-to-read style and combining up-to-date and relevant examples drawn from the worldwide aviation industry, this new edition will further enhance the book's reputation for providing the ideal introduction to the subject.
