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.
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University of West Attica
