Development And Validation of A Customer Relationship Scale For Airline Companies
Businesses with focus on customers through the use of Customer Relationship Management (CRM) perform better and win customer loyalty. Therefore, it is relevant to study the relationship between customers and airline companies, given that the aviation industry is highly competitive and relatively com...
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| Format: | Article |
| Language: | English |
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FUCAPE Business School
2018-01-01
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| Series: | BBR: Brazilian Business Review |
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| Online Access: | http://www.redalyc.org/articulo.oa?id=123056168001 |
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| _version_ | 1825207320882184192 |
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| author | Gisela Demo Kesia Rozzett Natasha Fogaça Taila Souza |
| author_facet | Gisela Demo Kesia Rozzett Natasha Fogaça Taila Souza |
| author_sort | Gisela Demo |
| collection | DOAJ |
| description | Businesses with focus on customers through the use of Customer Relationship Management (CRM) perform better and win customer loyalty. Therefore, it is relevant to study the relationship between customers and airline companies, given that the aviation industry is highly competitive and relatively commoditized. Thus the aim of this study was to develop and validate a scale to measure customer’s perception of relationship with airline companies. The scale was composed of four primary factors (customer loyalty, purchase experience, flight experience, and service) and a second order factor (customer relationship), all with good psychometric indices. The development and validation of a scale in an industry little explored by the CRM literature was the main contribution of this research, as it may be used as a diagnostic tool for airline companies to scale up their relationship with strategic customers and achieve more effective results. |
| format | Article |
| id | doaj-art-1890b48275044db98528c01c4cb3be70 |
| institution | Kabale University |
| issn | 1807-734X |
| language | English |
| publishDate | 2018-01-01 |
| publisher | FUCAPE Business School |
| record_format | Article |
| series | BBR: Brazilian Business Review |
| spelling | doaj-art-1890b48275044db98528c01c4cb3be702025-02-06T23:39:32ZengFUCAPE Business SchoolBBR: Brazilian Business Review1807-734X2018-01-0115210511910.15728/bbr.2018.15.2.1Development And Validation of A Customer Relationship Scale For Airline CompaniesGisela DemoKesia RozzettNatasha FogaçaTaila SouzaBusinesses with focus on customers through the use of Customer Relationship Management (CRM) perform better and win customer loyalty. Therefore, it is relevant to study the relationship between customers and airline companies, given that the aviation industry is highly competitive and relatively commoditized. Thus the aim of this study was to develop and validate a scale to measure customer’s perception of relationship with airline companies. The scale was composed of four primary factors (customer loyalty, purchase experience, flight experience, and service) and a second order factor (customer relationship), all with good psychometric indices. The development and validation of a scale in an industry little explored by the CRM literature was the main contribution of this research, as it may be used as a diagnostic tool for airline companies to scale up their relationship with strategic customers and achieve more effective results.http://www.redalyc.org/articulo.oa?id=123056168001customer relationship managementairlinesscale development and validationhierarchical factor analysis |
| spellingShingle | Gisela Demo Kesia Rozzett Natasha Fogaça Taila Souza Development And Validation of A Customer Relationship Scale For Airline Companies BBR: Brazilian Business Review customer relationship management airlines scale development and validation hierarchical factor analysis |
| title | Development And Validation of A Customer Relationship Scale For Airline Companies |
| title_full | Development And Validation of A Customer Relationship Scale For Airline Companies |
| title_fullStr | Development And Validation of A Customer Relationship Scale For Airline Companies |
| title_full_unstemmed | Development And Validation of A Customer Relationship Scale For Airline Companies |
| title_short | Development And Validation of A Customer Relationship Scale For Airline Companies |
| title_sort | development and validation of a customer relationship scale for airline companies |
| topic | customer relationship management airlines scale development and validation hierarchical factor analysis |
| url | http://www.redalyc.org/articulo.oa?id=123056168001 |
| work_keys_str_mv | AT giselademo developmentandvalidationofacustomerrelationshipscaleforairlinecompanies AT kesiarozzett developmentandvalidationofacustomerrelationshipscaleforairlinecompanies AT natashafogaca developmentandvalidationofacustomerrelationshipscaleforairlinecompanies AT tailasouza developmentandvalidationofacustomerrelationshipscaleforairlinecompanies |