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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Autores principales:	Gisela Demo, Kesia Rozzett, Natasha Fogaça, Taila Souza
Formato:	article
Lenguaje:	EN PT
Publicado:	FUCAPE Business School 2018
Materias:	customer relationship management airlines scale development and validation hierarchical factor analysis Business HF5001-6182
Acceso en línea:	https://doaj.org/article/1890b48275044db98528c01c4cb3be70
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id	oai:doaj.org-article:1890b48275044db98528c01c4cb3be70
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spelling	oai:doaj.org-article:1890b48275044db98528c01c4cb3be702021-11-11T15:48:07ZDevelopment And Validation of A Customer Relationship Scale For Airline Companies1807-734X10.15728/bbr.2018.15.2.1https://doaj.org/article/1890b48275044db98528c01c4cb3be702018-01-01T00:00:00Zhttp://www.redalyc.org/articulo.oa?id=123056168001https://doaj.org/toc/1807-734XBusinesses 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.Gisela DemoKesia RozzettNatasha FogaçaTaila SouzaFUCAPE Business Schoolarticlecustomer relationship managementairlinesscale development and validationhierarchical factor analysisBusinessHF5001-6182ENPTBBR: Brazilian Business Review, Vol 15, Iss 2, Pp 105-119 (2018)
institution	DOAJ
collection	DOAJ
language	EN PT
topic	customer relationship management airlines scale development and validation hierarchical factor analysis Business HF5001-6182
spellingShingle	customer relationship management airlines scale development and validation hierarchical factor analysis Business HF5001-6182 Gisela Demo Kesia Rozzett Natasha Fogaça Taila Souza Development And Validation of A Customer Relationship Scale For Airline Companies
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
author	Gisela Demo Kesia Rozzett Natasha Fogaça Taila Souza
author_facet	Gisela Demo Kesia Rozzett Natasha Fogaça Taila Souza
author_sort	Gisela Demo
title	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_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_sort	development and validation of a customer relationship scale for airline companies
publisher	FUCAPE Business School
publishDate	2018
url	https://doaj.org/article/1890b48275044db98528c01c4cb3be70
work_keys_str_mv	AT giselademo developmentandvalidationofacustomerrelationshipscaleforairlinecompanies AT kesiarozzett developmentandvalidationofacustomerrelationshipscaleforairlinecompanies AT natashafogaca developmentandvalidationofacustomerrelationshipscaleforairlinecompanies AT tailasouza developmentandvalidationofacustomerrelationshipscaleforairlinecompanies
_version_	1718433876643151872

Development And Validation of A Customer Relationship Scale For Airline Companies

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