The behavioral consequences of repeated flight delays
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Date
2012
Journal Title
Journal ISSN
Volume Title
Publisher
ELSEVIER SCI LTD
Abstract
Using longitudinal data from a major airline and the conditional difference-in-differences technique, we analyze the effects of flight delays on passengers' future purchasing behavior. We address the consequences of multiple delays, differentiating their effects on members and non-members of the airline's frequent flyer program. The results show that passengers who have experienced delays fly less than passengers who have not experienced any delay. This effect is convex in the number of delays experienced, stronger in members of the frequent flyer program, and non-decreasing in time. (C) 2011 Elsevier Ltd. All rights reserved.
Description
Keywords
Flight delays, Frequent flyer programs, Airline customer loyalty, Indirect costs and soft costs of delays, SERVICE, EXPERIENCES