Document Type
Article
Publication Date
8-12-2001
Abstract
The question this study set out to answer was: what are the drivers of customer satisfaction and loyalty for “elite” airline flyers, in face of the unprecedented decline over the last three years (as indicated by the number of flight delays and cancellations) in the most tangible aspects of customer service. I asked this question because I wanted to find out how the flyer’s sense of elitism and loyaltytotheairlinecouldbemaintainedinthefaceofterribleservicedeliveredbytheairlines. This knowledge would be important for airlines to know inasmuch as this elite group is a major segment of the 2% of an airline’s passengers that contribute 70% of the airline’s profits. The study took place at a time when air travel in the US was extremely stressful due to numerous air traffic control delays resulting in delayed or canceled flights, crowded terminals and poor service in general.
Keywords
airlines--case studies
Rights
© The Author(s). Kelvin Smith Library provides access for non-commercial, personal, or research use only. All other use, including but not limited to commercial or scholarly reproductions, redistribution, publication or transmission, whether by electronic means or otherwise, without prior written permission is strictly prohibited.
Department/Center
Design & Innovation
Recommended Citation
Lane, Leonard, "Sitting on Top of the World; An Ethnography of Elite Flyers Improving Service Recovery Cost - Effectiveness in a World of Air Traffic Delays" (2001). Student Scholarship. 381.
https://commons.case.edu/studentworks/381