Frequent-flier games: The problem of employee abuse

Toh, Rex S.; Fleenor, C. Patrick; Amesen, David W.

doi:10.5465/ame.1993.9409142059

Cited by 6 publications

(2 citation statements)

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“…We note the work of McCall and Voorhees (2010), who wonder whether these programs actually work in their present form, but Keh and Lee (2006) assert that loyalty programs can induce willingness to pay price premiums and encourage repeat purchase. Moreover, other studies (Toh, Fleenor, and Arnesen 1993; Arnesen, Fleenor, and Toh 1997) show that business travelers often go out of their way to secure loyalty points at company expense. Overall, there is complete support for Hypothesis 10.…”

Section: Survey Resultsmentioning

confidence: 99%

Travel Planning

Toh

Dekay

Raven

2011

Cornell Hospitality Quarterly

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A survey of 249 leisure travelers at four hotels in Seattle, Washington, finds overwhelming use of the internet for searching and booking hotel rooms, although a noticeable percentage still make telephone calls to book rooms. Eight of ten respondents used the web for a hotel room search. Of this group, 67 percent continued online to make their booking (on either the hotel’s page or a third-party site), 26 percent made telephone calls, and the remainder used travel agents or walked in to book rooms. Earlier research indicates that the personal contacts (notably by phone) are aimed at negotiating a price lower than that found online. For those booking electronically, hotel websites were used most commonly by this group of respondents (37 percent), following by third-party sites (30 percent) and opaque auction sites (25 percent). In contrast to studies from the early 1990s, this study found that women have surpassed men in information search activities. Also, those who purchased hotel rooms online trended toward being younger, having higher incomes, and purchasing more room-nights than those who used traditional distribution channels. Although the study findings cannot be generalized because of the sampling procedure, it is clear that a substantial number of travelers use the internet for search only, and then book another way (usually by phone). Women conduct much more research regarding potential hotels and rates than do men. Hotels’ own websites remain the first choice for booking rooms, but opaque auction sites are almost as popular as regular third-party sites. For this sample, Priceline and other similar sites accounted for 25 percent of all bookings. Finally, even those travelers who did not use the internet for any purpose in connection with their hotel stay still had a relatively favorable opinion of the concept of online booking.

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Section: Survey Resultsmentioning

confidence: 99%

Travel Planning

Toh

Dekay

Raven

2011

Cornell Hospitality Quarterly

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“…Thus, our convenience sample appears to be balanced and representative of the general population of travelers. The sample is not dominated by "road warriors"-defi ned as people who travel frequently, often at full fares in the premium classes-who make up two-thirds of the passenger revenues earned by our domestic airlines (Toh, Fleenor, and Arnesen 1993).…”

Section: Survey Results and Findingsmentioning

confidence: 99%

Travel Planning: Searching for and Booking Airline Seats on the Internet

Toh

DeKay

Raven

2012

Transportation Journal

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This article is based on a survey of 374 airline passengers sampled at an airport. We examine how travelers search for and then buy airline seats, determine which distribution channel dominates, calculate what percentages of online searches convert to actual bookings on the same website, and report why people switch. We also examine which travelers book, and then rebook airline seats, and why. We then measure the differences in how travelers view several Internet and website issues, the differences between Internet users and nonusers, between business and pleasure travelers, and between men and women. We update the most important reasons for airline choice, in an era when online bookings predominate. Finally, we report our findings (some counterintuitive) and their implications for airlines and third-party websites (online travel agents).

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Taking the Frequent Flyer Program to Measure

Boer¹

2017

Strategy in Airline Loyalty

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Frequent-flier games: The problem of employee abuse

Cited by 6 publications

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Travel Planning

Travel Planning

Travel Planning: Searching for and Booking Airline Seats on the Internet

Taking the Frequent Flyer Program to Measure

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