Journal of Travel Research,
Год журнала:
2024,
Номер
unknown
Опубликована: Янв. 31, 2024
This
study
deals
with
airlines’
handling
of
customer
complaints
pre-
and
post-Covid
19.
Authors
extracted
responses
regarding
redress,
timeliness,
apology,
credibility,
facilitation,
attentiveness
analyzed
them
post-pandemic.
The
results
indicate
the
differential
impacts
organizational
on
recovery
satisfaction
Attentiveness
(timeliness)
had
a
significant
role
only
(post-)
pandemic.
Redress,
credibility
facilitation
remained
crucial
in
both
scenarios.
Further,
pre-pandemic
showed
that
impact
(credibility,
facilitation)
was
greater
for
failures
associated
core
rather
than
augmented
elements
airline
service.
In
post-pandemic
scenario,
consumers’
same
categories
service
failures.
Thus,
post-pandemic,
airlines
may
emphasize
their
social
media
posts
failure
types.
Journal of Air Transport Management,
Год журнала:
2023,
Номер
109, С. 102401 - 102401
Опубликована: Апрель 5, 2023
In
Summer
2022,
after
a
lean
COVID-19
spell
of
almost
three
years,
many
airlines
reported
profits
and
some
even
outperformed
their
pre-pandemic
records.
context
the
perceived
recovery,
it
is
interesting
to
understand
how
different
markets
have
gone
through
pandemic
challenges.
this
study,
we
perform
spatial
temporal
dissection
recovery
process
global
aviation
system
went
since
May
2020.
At
heart
investigate
patterns
underlying
market
entry
decisions
during
phase.
We
identify
rather
heterogeneous
type
as
well
its
drivers.
believe
that
our
work
timely
contribution
research
on
aviation,
complementary
existing
studies
in
literature.
Journal of the Air Transport Research Society,
Год журнала:
2024,
Номер
2, С. 100014 - 100014
Опубликована: Май 21, 2024
Air
transport
management
research,
concerned
with
all
facets
of
aviation
operations,
policies,
and
strategies,
is
an
essential
element
making
our
system
more
sustainable
preparing
it
for
the
challenges
inherent
to
present
future.
Based
on
a
data-driven
categorization
almost
2,000
papers
published
subject,
we
discuss
status
quo
in
air
research.
Through
have
identified
15
broad
topics.
For
each
topic,
provide
description
state
art
propose
2-3
challenges,
respectively.
Overall,
study
provides
set
35
research
community.
Accordingly,
hope
believe
that
makes
valuable
contribution,
mainly
by
guiding
community
towards
delineated
work
plan
landscape
as
well
ultimately
helping
improve
global
system.
Journal of the Air Transport Research Society,
Год журнала:
2024,
Номер
2, С. 100005 - 100005
Опубликована: Май 21, 2024
In
2023,
the
aviation
industry
is
on
track
for
a
strong
recovery
from
devastating
impacts
of
COVID-19
pandemic,
with
various
airlines
outperforming
their
pre-pandemic
passenger
and
revenue
records.
this
study,
we
take
retrospective
view
through
survey
among
participants
26th
ATRS
World
Conference.
Our
survey,
which
received
more
than
100
responses,
covers
topics
such
as
lessons
learned,
enduring
changes
in
travel
behavior,
perceived
effectiveness
pandemic-related
counter
measures,
an
assessment
future
research
directions.
We
present
discuss
results
light
rich
extant
literature
air
transport
management
conclude
set
major
takeaways.
Journal of the Air Transport Research Society,
Год журнала:
2024,
Номер
2, С. 100004 - 100004
Опубликована: Май 21, 2024
The
airport
ground
workforce
is
critical
for
a
smooth
operation
of
the
entire
aviation
industry.
This
fact
has
been
embarrassingly
exposed
during
recovery
from
COVID-19
pandemic
in
Summer
2022,
when
various
airlines
and
airports
had
to
cut
flights
reduce
excessive
delays,
lost
luggage,
other
downstream
effects,
absence
sufficient
handle
rising
travel
demands.
Our
study
discusses
challenges
inherent
solving
this
dilemma,
partially
caused
amplified
by
layoffs
peak
COVID-19.
These
industry
are
dissected
into
four
categories:
Hiring
new
talents,
scheduling,
staff
retention,
digitalization.
For
each
challenge,
we
review
existing
literature
on
subject
discuss
potential
avenues
dilemma.
covers
more
than
100
papers
highly
scattered
and,
accordingly,
believe
that
our
may
serve
as
starting
point
coordinated
efforts
scientific
community
tackle
challenging
problem.
Journal of the Air Transport Research Society,
Год журнала:
2024,
Номер
2, С. 100016 - 100016
Опубликована: Май 21, 2024
Airlines
and
airports
continuously
improve
operational
efficiency
enhance
service
quality,
especially
through
self-service
technology
(SST).
Although
there
are
several
reviews
on
SST,
the
aviation
industry
has
been
comparatively
overlooked.
This
study
offers
a
systematic
review
of
existing
literature
SST
(e.g.,
self-check-in
kiosks
web/e-ticketing)
from
customer
perspective.
Starting
rich
dataset
678
peer-reviewed
journal
articles
listed
in
Scopus,
after
some
screening
processes,
98
remained
were
included
full-text
analysis.
Accordingly,
we
found
that
focused
geographical
locations,
e.g.,
North
America
Asia,
but
not
others
Africa
or
Oceania).
Its
three
main
research
themes
adoption,
satisfaction,
experience,
which
Technology
Acceptance
Model
(TAM)
is
dominant
framework.
In
addition,
use
environmental
perspective
was
rarely
studied
while
newer
SSTs
such
as
chatbots
biometric
check-in
will
need
more
attention.
Transport Economics and Management,
Год журнала:
2023,
Номер
1, С. 13 - 21
Опубликована: Май 25, 2023
The
COVID-19
pandemic
has
highlighted
the
extreme
vulnerability
of
our
aviation
system
towards
external
disruptions.
While
there
have
been
several
earlier
aviation-related
crises,
impact
is
unmatched
in
history
modern
aviation.
Accordingly,
a
better
understanding
mechanisms
and
ramifications
this
instrumental
for
preparing
future
contribution
study
threefold.
First,
we
dissect
disruptive
on
scientific
literature
extract
major
trends
insights.
Given
wide
range
related
venues
extent
disruption,
many
studies
published
last
2–3
years.
Second,
perform
data-driven
analysis
full
disruption
cycle
containing
three
episodes,
starting
with
epidemic
shock
early
year
2020,
over
stalemate,
endemic-induced
recovery
2022.
Third,
summarize
insights
derive
set
policy
recommendations
research
directions
which
consider
essential
way
what
call
pandemic-resilient
