Self-check-in kiosk quality and airline non-contact service maximization: how to win air traveler satisfaction and loyalty in the post-pandemic world?

Hyoungeun Gemmy Moon, Heejung Linda Lho, Heesup Han

Research output: Journal article publicationJournal articleAcademic researchpeer-review

1 Citation (Scopus)

Abstract

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.

Original languageEnglish
Pages (from-to)383-398
Number of pages16
JournalJournal of Travel and Tourism Marketing
Volume38
Issue number4
DOIs
Publication statusPublished - 2021

Keywords

  • airlines
  • Covid-19 era
  • non-contact service
  • passenger innovativeness
  • passenger loyalty
  • passenger satisfaction
  • Self-check-in kiosk
  • the attribution theory

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Marketing

Cite this