FN ISI Export Format VR 1.0 PT J TI Customer value as a framework for analyzing customer services AF Bieger, Thomas Wittmer, Andreas Boetsch, Tina AU Bieger, T Wittmer, A Boetsch, T AB With the growth in demand for long haul air transport services and the increased competition especially for high yield passengers a new focus on service quality emerged. This paper looks into the importance of specific service elements for customers by applying a customer value based analyses. By applying choice based conjoint analysis customer value drivers as well as the value contribution of service elements are identified. By this the paper contributes to the deeper understanding of requirements and needs of business class passengers. Seat comfort and "hard" service factors play the most important role. The biggest differences in customer value evaluation between passengers from different continents and thereby cultures can be found in the evaluation of the "soft" factor airline brand. Conclusions about the use of con-joint analyses as well as practical implications for investments into the service product of air-lines are drawn. ER