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What is Frequent Flyers Programme

Chapter 2
Handbook of Research on Consumerism and Buying Behavior in Developing Nations
An airline loyalty programme that rewards passengers for their repeated purchases of the airlines’ services or its partner organisations’ services.
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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