Modeling the repatronage behavior of business airline travelers

  • Harris J
  • Uncles M
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Abstract

A central theme in brand choice is the modeling of the drivers of repatronage behavior. The work reported here focuses on a particular service context-airline repatronage. The distinct problems of model specification in this context are discussed. Various models of airline repatronage are estimated using random effects probit modeling. It is found that although performance perceptions and punctuality of the airline have a role to play, in particular in terms of choice on the next purchase occasion, past purchase behavior is the key driver of repatronage. This is evident across the various models that we examine, suggesting that the findings are robust. Implications of the modeling approach and the findings are briefly discussed in relation to the airline context and service marketing more generally. [ABSTRACT FROM AUTHOR] Copyright of Journal of Service Research is the property of Sage Publications Inc. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Author-supplied keywords

  • Airline repatronage
  • Consumer panel data
  • Frequent fliers
  • Heterogeneity
  • Probit modeling
  • State dependence

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Authors

  • Jennifer Harris

  • Mark Uncles

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