Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
7436115 | Journal of Air Transport Management | 2013 | 8 Pages |
Abstract
Check-in kiosks can provide a service experience that defines how passengers is to be boundary when dealing with airline companies. To achieve a higher intention to use check-in kiosks, there should be a clear service process communication between SSTs and passengers, and facilitating conditions provide specialized instruction to passengers who need help in using check-in kiosks. Enjoyment is an important moderating factor between intention to use and actual usage of check-in kiosks. Our findings suggest that when check-in kiosks display visually pleasing designs, passengers are attracted to use them. In turn, airline companies can create a process that could function as a model for their high-quality service, such as meeting with a professional advisory board to discuss problems and find solutions to meet customers' needs.
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Strategy and Management
Authors
Edward C.S. Ku, Chun-Der Chen,