TY - JOUR AU - Boetsch, Tina AU - Bieger, Thomas AU - Wittmer, Andreas T1 - A Customer-Value Framework for Analyzing Airline Services JF - Transportation Journal SP - 251 EP - 270 IS - 3 VL - 50 PY - 2011 UR - https://doi.org/10.5325/transportationj.50.3.0251 AB - A renewed interest in airline service quality has emerged as a result of ongoing growth of long-haul services and competition for high-yield passengers. This article focuses on the importance of specific service elements for business-class travelers. Customer-value drivers are identified based on expert interviews and the existing literature. The customer-value drivers are analyzed by applying choice-based conjoint analysis and evaluated according to customer segments. The results show that emotional values such as the airline brand play a more important role than other factors such as price, product features, service quality, and journey time. Y3 - 22.10.2021 M4 - Citavi ER -