Customer Perceived Value of Frequent Flyer Programmes: An Empirical Study of Airline Passengers in China

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Author(s): Zhibin Lin (Northumbria University, UK), Rose Quan (Northumbria University, UK), Marco Chi Keung Lau (Northumbria University, UK)and Jie Ma (Northumbria University, UK)
Copyright: 2016
Pages: 23
Source title: Handbook of Research on Consumerism and Buying Behavior in Developing Nations
Source Author(s)/Editor(s): Ayantunji Gbadamosi (University of East London, UK)
DOI: 10.4018/978-1-5225-0282-1.ch002

Keywords: Business & Management / Business Science Reference / Consumer Management / Marketing

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Abstract

This chapter aims to examine Chinese air passengers' perceived value of the Frequent Flyer Programme (FFP), and its impact on passenger loyalty. The study develops and tests a conceptual model of three dimensions of FFP value (economic, emotional, and social), and passenger loyalty toward FFP (programme loyalty) and the airline (brand loyalty) with a sample of air passengers in China. The results show that emotional value has a positive impact on both programme loyalty and brand loyalty; economic value has a positive impact on programme loyalty only; but social value has no significant impact on either of the loyalty constructs. The chapter provides both theoretical implications to advance consumer research and practical implications for global airline business.

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Customer Perceived Value of Frequent Flyer Programmes: An Empirical Study of Airline Passengers in China

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