The global airline industry has witnessed the formation of multiple-partner alliances or “constellations” competing against each other for both clients and members. In this paper I empirically evaluate the proposition that membership in airline constellations allows carriers to capture externalities from other firms in the form of direct or indirect traffic flow, thereby enhancing their operati...

Customer complaints are related to the experienced quality of a product or service. If product quality is unobservable ex ante, customer complaints may be driven by expectations as well as by the actually experienced quality. I test different hypotheses about the effects of actual quality and of expected quality on customer complaints in the U.S. airline industry. I find that there are fewer co...

This chapter aims to examine the role of intellectual capital in order to enhance the organizational performance of airline industry in Malaysia. Five components of intellectual capital, namely human capital, customer capital, structural capital, technological capital, and spiritual capital, were used to investigate the role of intellectual capital in airline industry in Malaysia. A structured ...

Due to the fact that the development of Chinese aviation industry has slowed down since the world financial crisis in 2008, how to evaluate the airline profitability improvements has become a key issue. Many mathematical methods can be applied in comprehensive evaluations,but the different focal points of these methods and the choice of methods may lead to different evaluation results, even if ...

The U.S. airline industry went through tremendous turmoil in the early 2000’s. There were four major bankruptcies and two major mergers, with all legacy carriers reporting a large profit reduction. This paper presents a structural model of the airline industry, and estimates the impact of demand and supply changes on profitability. We find that, compared with the late 1990s, in 2006, a) air-tra...

The deregulation of the domestic airline industry brought a significant increase in competition between airlines, pushing them to continuously update their strategies. This article reviews the operating performance of these companies, from the contrast in the results of the DEA classic model and MCDEATRIMAP efficiency indicators. The use of such methodology allows the increase of discriminatory...

In the airline industry, data analysis and data mining are a prerequisite to push customer relationship management (CRM) ahead. Knowledge about data mining methods, marketing strategies and airline business processes has to be combined to successfully implement CRM. This paper is a case study and gives an overview about distinct issues, which have to be taken into account in order to provide a ...