Analyzing passengers’ emotions following flight delays- a 2011–2019 case study on SKYTRAX comments

The text mining technology enables researchers or enterprises to automatically and efficiently access the information in text comments. This paper obtains 24,165 reviews from SKYTRAX between September 2011 and March 2019, 5700 of which express that passengers had experienced flight delays. It uses sentiment analysis based on a sentiment dictionary to classify user reviews and uses co-occurrence analysis to identify passengers' concerns on different aspects of service in the aviation industry. The results of the user sentiment analysis show that there is a significant and negative correlation between the user's emotions and their flight delay experiences. After flight delay, passengers' attention to the service aspects has increased, while satisfaction with the airport service has dropped dramatically. This paper shed some new light on public opinion about flight delays.     

Identification model development for proactive response on irregular operations (IROPs)

The demand for air transportation service in Korea has been increasing rapidly, while the airport operation system has become even further advanced and complex. Accordingly, concerns regarding negative ripple effects, such as damage caused by flight delays or cancellations due to irregular operations (IROPs) of airports, have been amplifying. The IROPs is being newly defined, and guidelines for establishing a response system are being proposed in the U.S. and the U.K. However, studies in relation to preemptive and predictive responses aimed at minimizing the negative impacts, such as to analyze ripple effects generated after an incident, have not been sufficiently conducted. Accordingly, this study was conducted to analyze the ripple effects of IROPs according to severity and duration time, and to thus suggest a methodology to enable predictive response. The situation of IROPs was simulated and analyzed using the tower log data of 2015 from Jeju International Airport (CJU), Gimpo International Airport (GMP), and Gimhae International Airport (PUS) in Korea. The five-level classification for IROPs was then suggested using the K-means algorithm. The methodology suggested was verified for applicability to actual airport operation through scenario analysis. It is expected to serve as a framework for establishing the quantitative standards for goal setting with which airport operators solve the situation of IROPs.     

Some potential issues of service quality reporting for airlines

Prior studies have examined the value relevance of operating measures in the airline industry. These indicators, however, have been evaluated in isolation. This study adds to the extant literature by investigating the interactive effects of service quality (e.g., on-time arrivals, flight delays, mishandled baggage, and complaints) and aircraft productivity on the firm's future performance as measured by one-quarter-ahead Return on Assets or Return on Sales. Overall, results show that negative factors such as more complaints and more mishandled baggage interact with aircraft productivity to further reduce one-quarter ahead Return on Assets or Return on Sales, with the results of complaints being more pronounced. On the other hand, there is no support for the interaction between on-time arrivals and aircraft productivity.     

Service quality and non-salary mechanism for airline companies in Taiwan

Based on the affective events theory (AET), this study demonstrates how family-supportive organization perceptions (FSOP) and psychological detachment predict strain symptoms (the need for recovery and emotional exhaustion) and how the strain symptoms influence service quality. With data collected by convenience sampling from 206 airline employees, our results show that FSOP negatively influence strain symptoms, while psychological detachment mediates the relation between FSOP and the need for recovery. Although the need for recovery has no significant relation with service quality, emotional exhaustion does have a significantly negative association with service quality. Our contributions are more comprehensive for the literature on human resources, organizational behavior, and airline transportation. Moreover, based on the theory, our research fills the gap between FSOP and service quality by adding the strain symptoms as important mediation variables. The results can also be put to practical use on employment policies, such as retaining excellent employees in an organization and increasing an organization's competition advantages. The results may also apply to human resource management (HRM) and present that improvement in service quality is the most important competitive ability for the airline industry.     

The effects of perceived crowding,emotional dissonance,and emotional exhaustion on critical job outcomes: A study of ground staff in the airline industry

Using Conservation of Resources (COR) theory and Stressor–Strain–Outcome (SSO) model as the theoretical underpinnings, this study proposes and tests a research model that examines emotional exhaustion as a mediator of the impact of emotional dissonance on service recovery performance, turnover intentions, and absenteeism. The model also investigates the mediating role of emotional dissonance in the relationship between perceived crowding and emotional exhaustion. Data obtained from ground staff in the low cost airline industry in Turkey were used to gauge these relationships. The results from structural equation modeling suggest that passenger crowding as perceived by ground staff results in emotional dissonance that in turn heightens emotional exhaustion. The results further suggest that emotional exhaustion fully mediates the effect of emotional dissonance on turnover intentions and absenteeism. Interestingly, the results suggest that the impact of emotional dissonance on service recovery performance, mediated by emotional exhaustion, is positive. Theoretical and management implications based on the aforesaid findings are discussed in the paper.     

Does travellers’ casual attribution affect pre-recovery emotions and behavioural intentions? A field study of airline travellers in Malaysia

This study examines the relationship between airline travellers' casual attribution, pre-recovery emotions, and negative behavioural intentions after a service failure and proposes a model for analysing direct effects of airline travellers' casual attribution of stability (failure frequency) and controllability (the extent to which the airline can control the failure) on negative behavioural intentions as well as its indirect effects through pre-recovery emotions. Data were gathered through a survey of airline travellers who experienced a failure in the past six months. The results indicate that both dimensions of casual attribution influenced pre-recovery emotions and negative behavioural intentions, and that pre-recovery emotions were significantly related to negative behavioural intentions. In addition, the results verify the mediating effect of pre-recovery emotions on the relationship between casual attribution and behavioural intentions. These results have important managerial implications.     

The impact of flight delays on passenger demand and societal welfare

US airline passengers increasingly have access to flight delay information from online sources. As a result, air passenger travel decisions can be expected to be influenced by delay information. In addition, delays affect airline operations, resulting in increased block times on routes and, in general, higher carrier costs and airfares. This paper examines the impact of flight delays on both passenger demand and airfares. Delays are calculated against scheduled block times as well as against more idealized feasible flight times. Based on econometric estimations, welfare impacts of flight delays are calculated. We find that flight delays on a route reduce passenger demand and raise airfares, producing significant decreases in both consumer and producer welfare. Since producer welfare effects are estimated to be three times as large as consumer welfare effects, we conclude that from an economic efficiency rationale, airlines should be required to pay for the bulk of flight delay remediation efforts.     

Visitor Emotions and Behavioral Intentions: The Case of Concentration Camp Memorial Neuengamme

Visits to sites associated with death and suffering are considered emotionally laden. Few studies empirically investigated visitor emotions at such sites. This study examines emotional responses of 241 visitors to concentration camp memorial Neuengamme and assesses how emotions are associated with long‐term consequences of revisit intentions and positive word of mouth. Tourists experience negative emotions more intensely compared with positive emotions. Negative emotions predict long‐term behavioral intentions more than positive emotions do. Shock and sadness are of particular importance. This study suggests that certain negative emotions also have the power to broaden‐and‐build and may have long‐term behavioral consequences. Copyright © 2013 John Wiley & Sons, Ltd.     

Price and marginal cost effects of on-time performance: Evidence from the US airline industry

We examine the impact of flight delay on market power in the U.S. airline industry. Consistent with the literature, our estimation results confirm that flight delays are associated with negative consumer welfare effects. Most importantly, we find that poor on-time performance negatively impacts product markup—proxy for market power. Furthermore, we are able to decompose these markup effects into price and marginal cost effects and evidence suggests that the source of these negative markup effects is primarily driven by negative price responses.     

The effects of experience in the A380 duty free showcase on customer behaviors

This study analyzes, from an experiential marketing perspective, the showcasing of duty-free products onboard the A380 aircraft, a service area that Korean Air introduced for the first time in the industry. Through the analysis the study seeks to identify the effects that customers' experience of the duty free showcase area has on their emotional response, impulse buying intention and word-of-mouth intention. For this testing, structural equation modeling was applied to data collected from passengers who had used the duty free exhibition space on Korean Air's A380. The results revealed that FEEL and ACT marketing experience in the duty free area were each found to have a positive effect on emotional response, and this factor was found to have a positive effect on impulse buying intention and word-of-mouth intention.     

Holocaust concentration camp memorial sites: an exploratory study into expected emotional response

This study explored Dutch people's expected intensity of emotional responses of a potential visit to a concentration camp memorial site in the Netherlands. A total of 1050 online panel members participated in a questionnaire that contained a 33-item emotion scale. Results reveal that individuals with a closeness to the Holocaust expect to feel most emotions more intensely, specifically emotions that are traditionally considered ‘positive’, such as pride, love, joy, inspiration, excitement and affection. Overall, respondents expect to feel disgust, shock, compassion and sadness the strongest. Those who look from the viewpoint of the offenders mainly expect to feel emotions that are traditionally considered ‘negative’, whereas those who took the point of view of the victims also expect a more ‘positive’ emotional reaction to the visit. Managerial implications address aspects of education, storytelling and authenticity.     

Service climate, professional commitment and job performance of flight attendants in Taiwan

This study of airline managers and flight attendants uses survey information to look at relationships between service climate, professional commitment and job performance. It finds that service climate positively influences professional commitment, influences job performance while professional commitment positively influences job performance and smoothes the relationship between service climate and job performance.     

Investigating the effects of service recovery quality elements on passengers' behavioral intention

This study intends to analyze how the elements of restoring the quality of airline service influences the airline image, recovery satisfaction, and behavioral intentions of airline passengers. For this testing, a survey was conducted on passengers with an experience of dissatisfaction of airline services. A total of 240 responses were analyzed by using structural equation modeling. The results revealed that among the recovery quality elements, promptness had a positive influence the image of the airline. Additionally, a recovered image of the airline had a positive influence on the recovery satisfaction and behavioral intention. The findings of this study may improve our understanding of consumer responses to the airline company's efforts to recover service failure.     

Using skin conductance and facial electromyography to measure emotional responses to tourism advertising

Although an objective and increasingly common technique in marketing, media and psychology, psychophysiological measures are rarely used in tourism research to detect tourism consumers’ spontaneous emotional responses. This study examines the use of psychophysiological measures in tourism and in particular explores the usefulness of skin conductance (SC) and facial electromyography (EMG) methods in tracking emotional responses to destination advertisements. Thirty-three participants were exposed to three destination advertisements while their self-report ratings, real-time SC and facial EMG data as well as post hoc interview data were obtained. The results demonstrate that, compared with self-report measures, psychophysiological measures are able to better distinguish between different destination advertisements, and between different dimensions of emotion. Participants’ affective experience reported in post hoc interviews was found to be consistent with emotional peaks identified from continuous facial EMG and SC monitoring. These results validate the ability of psychophysiological techniques to capture moment-to-moment emotional responses and it is concluded that psychophysiological methods are useful in measuring emotional responses to tourism advertising. Methodological insights regarding the constraints associated with the use and application of psychophysiological methods are discussed.     

Endogenous control of service rates in stochastic and dynamic queuing models of airport congestion

Airport congestion mitigation requires reliable delay estimates. This paper presents an integrated model of airport congestion that combines a tactical model of capacity utilization into a strategic queuing model. The model quantifies the relationships between flight schedules, airport capacity and flight delays, while accounting for the way arrival and departure service rates can be controlled over the day to maximize operating efficiency. We show that the model estimates the average and variability of the delays observed at New York’s airports relatively well. Results suggest that delays can be extremely sensitive to even small changes in flight schedules or airport capacity.     

Understanding the usage of dockless bike sharing in Singapore

A new generation of bike-sharing services without docking stations is currently revolutionizing the traditional bike-sharing market as it dramatically expands around the world. This study aims at understanding the usage of new dockless bike-sharing services through the lens of Singapore's prevalent service. We collected the GPS data of all dockless bikes from one of the largest bike sharing operators in Singapore for nine consecutive days, for a total of over 14 million records. We adopted spatial autoregressive models to analyze the spatiotemporal patterns of bike usage during the study period. The models explored the impact of bike fleet size, surrounding built environment, access to public transportation, bicycle infrastructure, and weather conditions on the usage of dockless bikes. Larger bike fleet is associated with higher usage but with diminishing marginal impact. In addition, high land use mixtures, easy access to public transportation, more supportive cycling facilities, and free-ride promotions positively impact the usage of dockless bikes. The negative influence of rainfall and high temperatures on bike utilization is also exhibited. The study also offered some guidance to urban planners, policy makers, and transportation practitioners who wish to promote bike-sharing service while ensuring its sustainability.     

The impact of carrier service attributes on shipper–carrier partnering relationships: a shipper’s perspective

Carrier service attributes are important for developing shipper–carrier partnering relationships. This study used structural equation modeling to investigate the impact of carriers’ service factors––timing-related, pricing, warehousing and sales services––on shippers’ satisfaction from shipper–carrier partnering relationships. Results indicate that timing-related services influence shippers’ satisfaction from such relationships, and shippers’ satisfaction positively influences partnering. However, the four service factors do not directly influence shipper–carrier partnering relationships.     

The impact of abusive supervision and co-worker support on hospitality and tourism student employees’ turnover intentions in Ecuador

Ram (2015. Hostility or hospitality? A review on violence, bullying and sexual harassment in the tourism and hospitality industry. Current Issues in Tourism. doi:10.1080/13683500.2015.1064364) posits that violence and harassment are areas of concern within the hospitality industry, and scholarly interest in abusive supervision in the workplace has grown since the last decade. This study extends Ram's (2015. Hostility or hospitality? A review on violence, bullying and sexual harassment in the tourism and hospitality industry. Current Issues in Tourism. doi:10.1080/13683500.2015.1064364) assertion by examining the effect of abusive supervision experiences on student employees’ turnover intentions in a hospitality and tourism context in a high power distance culture, Ecuador. The results showed that abusive supervision was positively related to turnover intentions, and its effect was stronger than co-worker support, with the abusive supervision–turnover intentions relationship being fully mediated by perceived organizational support (POS). In addition, co-worker emotional support was found to attenuate the negative effects of abusive supervision on POS. All in all, the findings highlight the roles of POS in explaining the relation between abusive supervision and turnover intentions and co-worker emotional support in buffering the negative effect of abusive supervision. The important role of culture is discussed.     

基于旅客心理需求的铁路客运服务综合评价模型研究

在分析铁路旅客心理因素的基础上,建立了基于旅客心理需求的铁路客运服务综合评价指标体系。通过突出旅客心理的情感性反应指标、乘坐兴趣与意向指标,以及主观综合评价指标在铁路客运服务综合评价中的重要作用,结合算例分析,运用随机与模糊数学中的评价分析方法,对铁路客运服务指标进行综合评价分析。     

The influence of tourists' expectations on purchase intention: Linking marketing strategy for low-cost airlines

Drawing on an integrated framework of marketing strategy, this study develops and tests a novel perspective for low-cost airline tourists that explicates the critical attributes of service quality through which Corporate Reputation (CR) and Word of Mouth (WOM) are associated with purchase intention. The study also examines the buffering role of empathy in tourists' purchase decision making processes. In a sample of 535 international and domestic tourists, this study found service quality to be related to increased purchase intention by boosting tourists' positive evaluations for airlines' corporate reputations and word of mouth received from other tourists. Additionally, the results demonstrated a positive correlation quality of service and WOM, depending on tourists' levels of empathy. Specifically, they suggested that WOM was positively related to purchase intention when high levels of empathy from tourists were perceived for the low-cost airline.