Return on quality: Simulating customer retention in a flight firming project

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• 作者：Francesco Costantino ; ^{francesco.costantino@uniroma1.it} ; Giulio Di Gravio ; Massimo Tronci
• 关键词：Cost of quality ; Passenger retention ; Airline overbooking ; Denied boarding
• 刊名：Journal of Air Transport Management
• 出版年：2013
• 出版时间：March, 2013
• 年：2013
• 卷：27
• 期：Complete
• 页码：20-24
• 全文大小：925 K

文摘

The paper presents a return on quality model designed to assess projects of service quality that can help airlines in retaining passengers. Such models can enable carriers simulate scenarios and assist management in decision-making processes, identifying the elements of performance that can lead to rejection or approval by passengers. An application of the methodology considers the flight firming project of a major airline company that had the target of improving the service quality offered in the business class booking and refunding processes, reducing at the same time the amount of denied boarding due to overbooking.