Private aviation brokerage: a user value approach

Abstract

This thesis explores the private aviation brokerage industry, focusing on customer experience, perceived value, and personalization. It examines the role of brokers in providing bespoke air travel services to high-net-worth individuals, emphasizing the importance of tailored customer experiences in enhancing service value. The study employs a mixed-methods approach, combining quantitative and qualitative research to investigate the relationships between customer experience, social context, and perceived value. Findings suggest that high-quality, personalized services significantly enhance perceived value and customer loyalty. This research contributes to both academic discourse and practical applications, offering insights for improving service standards in the private aviation sector.