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

doi:10.4018/978-1-5225-0282-1.ch002

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

Northumbria University

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

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 language	English
Title of host publication	Handbook of Research on Consumerism and Buying Behavior in Developing Nations
Editors	Ayantunji Gbadamosi
Publisher	IGI Global Publishing
Pages	30-52
Number of pages	23
ISBN (Electronic)	9781522502823
ISBN (Print)	9781522502821
DOIs	https://doi.org/10.4018/978-1-5225-0282-1.ch002
Publication status	Published - 30 Jun 2016
Externally published	Yes

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Cite this

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title = "Customer Perceived Value of Frequent Flyer Programmes: An Empirical Study of Airline Passengers in China",

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 ",

author = "Zhibin Lin and Rose Quan and Lau, \{Marco Chi Keung\} and Ma, \{Jie Kitt\}",

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}

Customer Perceived Value of Frequent Flyer Programmes: An Empirical Study of Airline Passengers in China. / Lin, Zhibin; Quan, Rose; Lau, Marco Chi Keung et al.
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 proceeding › Chapter › peer-review

TY - CHAP

T1 - Customer Perceived Value of Frequent Flyer Programmes

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AU - Quan, Rose

AU - Lau, Marco Chi Keung

AU - Ma, Jie Kitt

PY - 2016/6/30

Y1 - 2016/6/30

N2 - 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

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

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