Experiencing Finnair's new Airbus A350 : How Service Innovation can lead to a Premium Price
Baumeister, S. (2018). Experiencing Finnair's new Airbus A350 : How Service Innovation can lead to a Premium Price. In ICoMaaS 2017 : Proceedings of the 1st international conference on Mobility as a Service Tampere 28.-29.11.2017 (pp. 377-396). Tampere, Finland: Tampere University of Technology.
Tekijät
Päivämäärä
2018Tekijänoikeudet
© Author & ICoMaaS.
This study focuses on the customer experiences of air passengers travelling on the latest-technology
aircraft currently available on the market, the Airbus A350. A questionnaire was conducted in
cooperation with Europe’s first A350 operator, Finnair, to study the customer experience of flying on
this new aircraft. Altogether 1,404 responses were recorded. The questionnaire focused on the A350
as a service innovation as well as on 10 aspects that had been used by Finnair to communicate the
enhanced customer experience of flying on this new aircraft. These innovations were: larger
windows, better cabin air, new interior design, 20% increased fuel efficiency, lower cabin pressure,
less noise in the cabin, ambient mood lighting, improved food services, better seats as well as
improved entertainment systems. In addition to that we also used contingent valuation to test
customer’s willingness to pay a premium for flying on the A350. Our results showed that there is a
significant amount of passengers that showed a willingness to pay a premium for flying on the A350
again. Further, we also detected that certain service innovations had enhanced the willingness to
pay such as the improved entertainment system, better seats and less noise in the cabin. In addition
to that, we also detected that the 20% increased fuel efficiency had played a significant role for the
willingness to pay and that introducing such a new aircraft type can also have a positive effect on the
brand image of an airline.
...
Julkaisija
Tampere University of TechnologyKonferenssi
International conference on Mobility as a ServiceKuuluu julkaisuun
ICoMaaS 2017 : Proceedings of the 1st international conference on Mobility as a Service Tampere 28.-29.11.2017Metadata
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