Loyalty Management in the Airline Industry
Beiske, Ben Inhaltsangabe:Abstract:
This report will demonstrate the importance of Loyalty Management in the competitive environment of the airline industry and will show that a successful approach to Loyalty Management consists of three different, interlinked aspects. These three ¿pillars¿ are Customer Service, Frequent Flyer Programs, and Complaint Management, their interdependence will be analysed in depth, with special attention given to the perceive...