Boer, Evert R. de; Gudmundsson, Sveinn Vidar - In: Journal of Air Transport Management 24 (2012) C, pp. 18-24
Since American Airlines launched the first frequent flyer program in the US on May 1, 1981, the programs have ballooned in size leading to skepticism around the airlines' ability to manage both liabilities and members' satisfaction. Over time program changes have addressed a number of...