تاثیر تأثیر عملیاتی و ارزش زمان بر انتخاب مشتری: شواهدی از صنعت هواپیمایی

This study examines how a passenger’s operational exposure and value-of-time moderate the relationship between airline quality and passenger choice. Using a choice model, we show that the positive impact of providing nonstop flights and higher on-time performance is enforced by a passenger’s exposure to airline operations, and high time value. In particular, the results show that segmenting passengers by their operational exposure may generate demand, even in a fairly standardized service operations industry, such as the airline industry. Finally, we discuss potential ways that airlines can discriminate the quality or the price of services provided based on our findings.