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What is Customer Perceived Value

Chapter 2
Handbook of Research on Consumerism and Buying Behavior in Developing Nations
A passenger’s perceived utility derived from participating in a Frequent Flyer Programme and the use of its related services. It comprises three major dimensions: economic value, emotional value and social value.
Published in Chapter:
Customer Perceived Value of Frequent Flyer Programmes: An Empirical Study of Airline Passengers in China
Zhibin Lin (Northumbria University, UK), Rose Quan (Northumbria University, UK), Marco Chi Keung Lau (Northumbria University, UK), and Jie Ma (Northumbria University, UK)
Copyright: © 2016 |Pages: 23
DOI: 10.4018/978-1-5225-0282-1.ch002
Abstract
This chapter aims to examine Chinese air passengers' perceived value of the Frequent Flyer Programme (FFP), and its impact on passenger loyalty. The study develops and tests a conceptual model of three dimensions of FFP value (economic, emotional, and social), and passenger loyalty toward FFP (programme loyalty) and the airline (brand loyalty) with a sample of air passengers in China. The results show that emotional value has a positive impact on both programme loyalty and brand loyalty; economic value has a positive impact on programme loyalty only; but social value has no significant impact on either of the loyalty constructs. The chapter provides both theoretical implications to advance consumer research and practical implications for global airline business.
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More Results
Chapter 6
The Effects of Customer Relationship Management (CRM) and Customer Perceived Value Dimensions: A Proposed Conceptual Framework for Customer Loyalty
A judgment by the customer of the comparison between the benefits or utility obtained from a product or service and the perceived sacrifices or costs.
Published in Chapter: The Effects of Customer Relationship Management (CRM) and Customer Perceived Value Dimensions: A Proposed Conceptual Framework for Customer Loyalty; From: Moving Businesses Online and Embracing E-Commerce: Impact and Opportunities Caused by COVID-19
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