Frequent Flier Programs (FFPs) are said to impact airline consumer behaviour such that revenue of sponsoring airlines increases. Prior research relies on aggregate industry data to study FFPs. We examine the impact of FFPs on individual consumer behaviour in a quasi-natural experimental set-up...

In this paper we investigate the mediating role of psychosocial benefits in the customersatisfaction/dissatisfaction formation process. Most research on this subject deals with thecausality direction of psychosocial benefits and satisfaction, sometimes preceded by anoverall functional benefit...

This paper focuses on the network character of a multimodal transportsystem in which interconnectivity is the key determinant of itsperformance, relative to unimodal transport opportunities. Theemphasis is on the viability of chain mobility in public transport byanalyzing the satisfaction of...

As a result of advances in ICT-services, transportation, and local development, among others, an increasing number of destinations is competing to attract both national and international visitors. Globalisation requires destinations to increase their competitiveness or risk losing out on tourist...

How do customer loyalty programs create switching costs? We estimate the demand effects of tier levels within a frequent flier program by exploiting discrete tier thresholds. We have two main results. First, members increase demand to reach a higher tier level just before the end of the calendar...