‘On-Board Experience’: A Study on First and Business Class Frequent Flyers

Authors

  • Nadia Olivero

DOI:

https://doi.org/10.4468/2017.3.09olivero

Keywords:

Product Innovation, Consumer Research, Means-End Interviews, On-Board Services, Frequent Flyers Demand, Global Tourism

Abstract

Competition among airline companies demands for a constant and careful evaluation of emerging consumer trends. The demand for on-board services was explored through a means-end study. 40 first and business class frequent flyers were interviewed in order to uncover the individual values associated with their motivations towards products and services. Results showed the significance of spiritual self-development, self-care and relational values as main drivers for multiple needs explaining preferences for health, information and communication related products within an experiential framework. Managerial implications for innovation are discussed.

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Published

26-10-2017

How to Cite

Olivero, N. (2017). ‘On-Board Experience’: A Study on First and Business Class Frequent Flyers. Symphonya. Emerging Issues in Management, (3), 97–112. https://doi.org/10.4468/2017.3.09olivero