TY - CPAPER AU - Bieger, Thomas AU - Wittmer, Andreas AU - Boetsch, Tina T1 - Customer value as a framework for analyzing customer services T2 - 13th ATRS World Conference PY - 2009 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. T4 - The airline industry as a case C7 - Air Transport Research Society World Conference C1 - Abu Dhabi, 27.-30. Juli M4 - Citavi ER -