Title: Choice overload In the airline industry : a web experiment on booking flights online
Authors : Seiler, Roger
Müller, Steffen
Herzog, Clemens
Conference details: 47th EMAC Annual Conference, Glasgow, 29. Mai - 1. Juni 2018
Issue Date: 2018
License (according to publishing contract) : Licence according to publishing contract
Type of review: Peer review (Abstract)
Language : English
Subject (DDC) : 658.8: Marketing management
Abstract: In this paper choice overload in the airline industry is examined. A premium brand airline company in Switzerland has adapted their pricing to the one of low cost carriers (LCCs) customers with more options in the booking process. How this effects customer perception is the main goal. Positive effects can be reported on customer-perceived flight-value and -quality of the booking process. Neither does the new pricing negatively affect intrinsic enjoyment of customers, perceived quality of the booking process, perceived customer centricity, perceived reliability, perceived quality, the NPS (Net Promoter Score) nor does knowledge of changes to he pricing system impact the airline’s corporate image. Adding more options to flight booking leads to an increased perceived value for money as well as increased perceived quality of information compared to customers having less choice.
Departement: School of Management and Law
Organisational Unit: Institute of Marketing Management (IMM)
Publication type: Conference Other
URI: https://digitalcollection.zhaw.ch/handle/11475/13023
Appears in Collections:Publikationen School of Management and Law

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