期刊
JOURNAL OF TRAVEL & TOURISM MARKETING
卷 38, 期 4, 页码 383-398出版社
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/10548408.2021.1921096
关键词
Self-check-in kiosk; non-contact service; Covid-19 era; the attribution theory; passenger satisfaction; passenger loyalty; airlines; passenger innovativeness
This study examines how the quality of self-check-in kiosks affects passenger satisfaction and loyalty, with passenger innovativeness playing a crucial moderating role. The findings provide insights for practitioners on using self-check-in kiosks as a key non-contact service strategy to enhance passenger satisfaction and loyalty in the competitive airline marketplace during and after the Covid-19 era.
A self-check-in kiosk is a vital aspect of airline non-contact services. Its performance is more important than ever during and after the Covid-19 era. This study uses the tenets of the attribution theory and investigates how self-check-in kiosk quality influences passenger satisfaction and loyalty. We newly explore three attributes of self-check-in kiosk quality, which significantly induce passenger approach behaviors for the airlines. Passenger innovativeness acts an important moderator. Our finding helps practitioners learn how to win passenger satisfaction and loyalty using self-check-in kiosks as a key non-contact service strategy under the competitive airline marketplace during and after the Covid-19 era.
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