Customer Perceived Value of Frequent Flyer Programmes

An Empirical Study of Airline Passengers in China

Zhibin Lin, Rose Quan, Marco Chi Keung Lau, Jie Kitt Ma

Research output: Chapter in Book/Report/Conference proceedingChapter

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
Original languageEnglish
Title of host publicationHandbook of Research on Consumerism and Buying Behavior in Developing Nations
EditorsAyantunji Gbadamosi
PublisherIGI Global Publishing
Pages30-52
Number of pages23
ISBN (Electronic)9781522502823
ISBN (Print)9781522502821
DOIs
Publication statusPublished - 30 Jun 2016
Externally publishedYes

Fingerprint

Empirical study
Customer perceived value
Frequent flyer program
China
Airlines
Loyalty programs
Loyalty
Brand loyalty
Economic value
Emotion
Air
Perceived value
Consumer research
Social values
Conceptual model

Cite this

Lin, Z., Quan, R., Lau, M. C. K., & Ma, J. K. (2016). Customer Perceived Value of Frequent Flyer Programmes: An Empirical Study of Airline Passengers in China. In A. Gbadamosi (Ed.), Handbook of Research on Consumerism and Buying Behavior in Developing Nations (pp. 30-52). IGI Global Publishing. https://doi.org/10.4018/978-1-5225-0282-1.ch002
Lin, Zhibin ; Quan, Rose ; Lau, Marco Chi Keung ; Ma, Jie Kitt. / Customer Perceived Value of Frequent Flyer Programmes : An Empirical Study of Airline Passengers in China. Handbook of Research on Consumerism and Buying Behavior in Developing Nations. editor / Ayantunji Gbadamosi. IGI Global Publishing, 2016. pp. 30-52
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Lin, Z, Quan, R, Lau, MCK & Ma, JK 2016, Customer Perceived Value of Frequent Flyer Programmes: An Empirical Study of Airline Passengers in China. in A Gbadamosi (ed.), Handbook of Research on Consumerism and Buying Behavior in Developing Nations. IGI Global Publishing, pp. 30-52. https://doi.org/10.4018/978-1-5225-0282-1.ch002

Customer Perceived Value of Frequent Flyer Programmes : An Empirical Study of Airline Passengers in China. / Lin, Zhibin; Quan, Rose; Lau, Marco Chi Keung; Ma, Jie Kitt.

Handbook of Research on Consumerism and Buying Behavior in Developing Nations. ed. / Ayantunji Gbadamosi. IGI Global Publishing, 2016. p. 30-52.

Research output: Chapter in Book/Report/Conference proceedingChapter

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AB - 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

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Lin Z, Quan R, Lau MCK, Ma JK. Customer Perceived Value of Frequent Flyer Programmes: An Empirical Study of Airline Passengers in China. In Gbadamosi A, editor, Handbook of Research on Consumerism and Buying Behavior in Developing Nations. IGI Global Publishing. 2016. p. 30-52 https://doi.org/10.4018/978-1-5225-0282-1.ch002