haku: @author Yang, C-H. / yhteensä: 3
viite: 3 / 3
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| Tekijä: | Chang, H-L. Yang, C-H. |
| Otsikko: | Do airline self-service check-in kiosks meet the needs of passengers? |
| Lehti: | Tourism Management
2008 : OCT, VOL. 29:5, p. 980-993 |
| Asiasana: | service airlines |
| Kieli: | eng |
| Tiivistelmä: | This article examines the importance and performance of services provided by kiosks and identifies the managerial strategies to increase the attractiveness in order to be a viable option for passengers. The service attributes influencing service quality were first determined via the critical incident technique (CIT). This was followed by a questionnaire designed for data collection. The results suggest that potential kiosk users expect their check-in environment to be highly controlled. By providing additional benefits or seat-selecting privileges, airlines may mitigate frequent flyers' resistance to kiosks. In addition, kiosks are expected to be light and compact and should be installed near the luggage conveyor belt to provide satisfactory service for both airlines and passengers in the limited space available. |
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