Frequent flyer programmes: Where East meets West — the Cathay Pacific case study

Abstract

Keywords

air miles customer loyalty customer reservation systems frequent flyer programme (FFP)incentives mileage relationship marketing service differentiation

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References

Stalley, F. (1993) 'Frequent Flyer Programmes' , MSc Tourism dissertation, University of Surrey; Gilbert, D. and Karabeyekian, V. (1995) 'The Frequent Flyer Mess — A Comparison of Programmes in the USA and Europe', Journal of Vacation Marketing, Vol. 1, No. 3, pp. 248-255.

Vechere, I. (1993) 'Transport — Frequent Flyer Programmes', EIU Travel and Tourism Analyst, No. 3. pp. 5-19, The Economist Intelligence Unit Ltd; Gilbert and Karabeyekian , ibid. and Mason, G. and Barker, N. (1996) 'Buy Now Fly Later: An Investigation of Airline Frequent Flyer Programmes' , Tourism Management, Vol. 17, No. 3, pp. 219-232.

Vechere, ibid.

Stalley, ref. 1.

Hynes, N. (1995) 'How Air Miles Works', presentation to Database User Group, London, UK (unpublished).

Mason and Barker, ref. 2.

Doganis, R. (1991) 'Flying Off Course', second edition, ch. 10, Routledge.

Beaver, A. (1996) 'Frequent Flyer Programmes: The Beginning of the End?', Tourism Economics, Vol. 2, No. 1, pp.43-60.

Collis, R. (1995) Business Air Travel Supplement , Daily Telegraph, 18th April.

10.

Beaver, ref. 8, p. 59.

11.

Vechere, ref. 2.

12.

Beaver, ref. 8.

13.

Stone, M. (1994) 'Managing Customer Loyalty: Schemes, Themes or Dreams?', Customer Service Management, September; Stone, M. , Bond, A. , Coombs , J. and Lockhart, S. (1995) 'Retail Customer Loyalty — What Works in Practice', Customer Service Management, June.

14.

Vechere, ref. 2.

15.

Ibid.

16.

Mowlana, H. and Smith, G. (1993) 'Tourism in a Global Context: The Case of Frequent Traveller Programs', Journal of Travel Research, Winter, pp. 20-27.

17.

Mason and Barker, ref. 2.

18.

Vechere, ref. 2.

19.

Mowlana and Smith, ref. 16.

20.

Hynes, ref. 5.

21.

Stone, M. and Woodcock, N. (1995) 'Relationship Marketing', Kogan Page, London.

22.

Stephenson, F. and Fox, J. (1987) 'Corporate Attitudes toward Frequent Flyer Programmes', Transportation Journal, Autumn, pp. 10-22.

23.

Vechere, ref. 2.

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Official Airline Guide (OAG) ( 1994) European Business Traveller Lifestyle Survey, November.

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Vechere, ref. 2, p. 10.

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Vechere, ref. 2.

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Clarke, T. (1994) Business Travel Supplement , Sunday Times, 6th November.

29.

Beaver, ref. 8.

30.

Ibid.