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 language | English |
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Pages (from-to) | 383-398 |
Number of pages | 16 |
Journal | Journal of Travel and Tourism Marketing |
Volume | 38 |
Issue number | 4 |
DOIs | |
Publication status | Published - May 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