π-Economy π-Economy 2782-6015 21 Features customer loyalty program (case study industry international services) Особенности формирования программ лояльности потребителей (на примере отрасли международных авиаперевозок) Zhuravleva Olga zhur@igms.info Lembrikova Marina zhur@igms.info 10 02 2013 1 163 1 133 139

The results of the analysis features of passenger loyalty programs in Russian and foreign airlines, as well as the results of consumer research services to airlines. The basic guidelines for the development of these programs in relation to Russian airlines.

 loyalty program evaluation criteria customer satisfaction and loyalty airline