Title: Registered travel programmes and its leveraging of Customer Relationship Management concepts
Authors: Alan D. Smith
Addresses: Department of Management and Marketing, Robert Morris University, Pittsburgh, PA 15219-3099, USA
Abstract: As airport security continues to increase, travellers are striving for a more convenient way to expedite the security process. Frequent travellers will benefit greatly from enrolling in Registered Traveller (RT) programmes as airport security line wait times are reduced drastically. The use of biometrics will ensure accurate identification and minimise the occurrence of random security checks to those enrolled in the programme. A personal interview of 278 professional and semi-professional people was conducted, representative of the service industry located in the metropolitan section of Pittsburgh, PA. Via multiple linear regression, Chi-square, and factor analysis, virtually all the basic personal information and customer relationship management-related tenets of Personal Information Disclosure (t = 4.653, p = 0.000), Passenger Awareness (t = 5.462, p = 0.000), Information Reluctance (t = –3.111, p = 0.002), and Biometric Technology (t = 5.890, p = 0.000), were found be statistically significant and positively related, except for the Information Reluctance variable (customers were very reluctant to pay higher prices for personal information they did not want to be shared with security agents and related databases in RT programmes) in the prediction of value or amount willing to pay for RT programmes that enhance security.
Keywords: airport security; biometrics; customer relationship management; CRM; empirical; e-safety; e-security; registered travel; airport waiting times.
International Journal of Services and Standards, 2007 Vol.3 No.4, pp.426 - 452
Published online: 28 Sep 2007 *Full-text access for editors Access for subscribers Purchase this article Comment on this article