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

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