A study of consumer perception of smiling customer service within the airline industry

2010 ◽  
Vol 4 (1) ◽  
pp. 35-56 ◽  
Author(s):  
Joyce A. Hunter
Keyword(s):  
Customer Service ◽  
Airline Industry ◽  
Consumer Perception ◽  
Smiling Customer Service

scholarly journals Airline Financial Distress and Customer Satisfaction

2011 ◽  
Vol 48 (1) ◽  
Author(s):  
Dina Ribbink ◽  
Christian Hofer ◽  
Martin Dresner
Keyword(s):  
Customer Service ◽  
Airline Industry ◽  
Financial Distress ◽  
Service Levels ◽  
The Third ◽  
Time Performance ◽  
Using Data ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship

An investigation is conducted on the effect of financial distress on customer service levels in the U.S. airline industry. Using data from the first quarter of 1998 to the third quarter of 2006, we employ a seemingly unrelated regressions (SUR) model to analyze the impact of financial distress on three measures of customer service. We find that higher financial distress is associated with better on-time performance of airlines and fewer lost bags. The relationship of airline financial distress to the number of bumped customers, however, is insignificant.

Mastering Customer Service, Customer Experience, and Customer Orientation in the Hospitality and Tourism Industry

2017 ◽  
pp. 115-140 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Organizational Performance ◽  
Customer Service ◽  
Airline Industry ◽  
Customer Orientation ◽  
Customer Experience ◽  
Tourism Industry ◽  
Optimization Techniques ◽  
Hospitality And Tourism ◽  
Travel Industry ◽  
Hospitality And Tourism Industry

This chapter presents the utilization of optimization techniques in the hospitality and tourism industry; the perspectives on customer service and customer service teams; customer service and service leadership; customer service behavior in the travel industry; the overview of customer experience; customer experience, customer satisfaction, and service quality in the airline industry; customer experience and budget hotel in the hospitality industry; the issues with customer orientation; and the relationship between customer orientation and service innovation in the hotel industry. Optimization techniques are the essential approaches to many real-world problems, and can be applied to promote the performance of hospitality and tourism industry regarding customer service, customer experience, and customer orientation. The chapter argues that enhancing customer service, customer experience, and customer orientation through optimization techniques has the potential to increase organizational performance and reach strategic goals in the hospitality and tourism industry.

How Service Quality Influences Customer Acceptance and Usage of Chatbots?

2020 ◽  
Vol 4 (1) ◽  
pp. 35-51 ◽  
Author(s):  
Lars Meyer-Waarden ◽  
Giulia Pavone ◽  
Thanida Poocharoentou ◽  
Piyanut Prayatsup ◽  
Maëlis Ratinaud ◽  
...  
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Airline Industry ◽  
Theoretical Framework ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Customer Acceptance ◽  
Utilitarian Value ◽  
Economic Transaction

The present study aims to investigate consumers’ acceptance of and intention to reuse a chatbot in the context of automated customer service in the airline industry. In particular, we identify the most valuable factors that affect acceptance of an intention to reuse a chatbot by integrating the theoretical framework SERVQUAL. The main results show that reliability and perceived usefulness are the most important criteria that affect the intention to reuse the chatbot. Contrary to our expectations, empathy does not have any significant effect. The study suggests that in the case of an interaction with a chatbot for a purpose that may involve an economic transaction, customers prefer the chatbot for its utilitarian value, as reliability and usefulness are considered to be more important than empathy. Moreover, tangible elements play an important role in increasing the perceived ease of use.

scholarly journals ONLINE TICKETING AND CUSTOMER SATISFACTION ANALYSIS: AN EXPLORATORY RESEARCH CONCERNING CUSTOMERS IN THE CONTEXT OF BURKINA FASO.

2020 ◽  
Vol 1 (4) ◽  
pp. 151-165
Author(s):  
Nathalie Kiswendsida Zongo ◽  
THEOPHILE BINDEOUE NASSE
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Airline Industry ◽  
World Economy ◽  
Ease Of Use ◽  
Website Design ◽  
Exploratory Research ◽  
Buying Behavior ◽  
Airline Passengers ◽  
Airline Company

Most studies on revenue or yield management have focused on its benefits to airline companies (Anderson & Wilson, 2003; Jerath, Netessine & Veeraraghavan, 2010). Then, the buying behavior of airline passengers has been studied by Diggines (2010), Gupta, Su and Walter (2004) and Yu (2008). General customer search theory has explored the strategies that customers use to make a purchase decision (Stigler, 1961; Koch & Cebula, 2002; Öörni, 2003; Armstrong, Vickers & Zhou 2009). The airline industry has known some difficulties as the overall world economy. Therefore, the challenge of each airline company is to cut costs while increasing profitability and achieving a satisfactory customer service. For this research, the approach is a quantitative one; a stratified random sampling is used and 131 completed questionnaires are collected for the subsequent analysis. The statistical software sphinx IQ is used to analyze the data. Four (4) dimensions of e-service quality are identified, i.e. website ease of use, website design, website reliability and responsiveness. The results show that these four (4) dimensions have an effect on customer satisfaction.

scholarly journals Kualitas Layanan, Komunikasi Pemasaran, dan Persepsi Konsumen

The Winners ◽  
2009 ◽  
Vol 10 (1) ◽  
pp. 40
Author(s):  
Hadir Hudiyanto ◽  
Lindawati Lindawati ◽  
Ironia Vivie Susanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Random Sampling ◽  
Consumer Perceptions ◽  
Consumer Perception ◽  
Purchase Decision ◽  
Marketing Communication ◽  
Purchasing Decisions ◽  
Validity And Reliability ◽  
A Value

The purpose of this study is to determine the effect of service quality, marketing communications, and consumer perceptions of purchasing decisions. The collecting data through survey and questionnaire used the Likert method. The technique used to take samples was sample of random sampling. The analysis began by testing the validity and reliability to then proceed with the path analysis. The results showed that customer service and marketing communication simultaneously affected consumer perception, with a value of R ² = 0.658. Service quality, marketing communication and consumer perception simultaneously influenced the purchase decision with a value of R ² = 0.617.

Uncovering customer service experiences with Twitter: the case of airline industry

2014 ◽  
Vol 52 (4) ◽  
pp. 705-723 ◽  
Author(s):  
Fotis Misopoulos ◽  
Miljana Mitic ◽  
Alexandros Kapoulas ◽  
Christos Karapiperis
Keyword(s):  
Sentiment Analysis ◽  
Customer Service ◽  
Web Sites ◽  
Airline Industry ◽  
Design Methodology ◽  
Flight Delays ◽  
Content Type ◽  
Critical Elements ◽  
Positive Experiences ◽  
Service Experiences

Purpose – In this paper the authors present a study that uses Twitter to identify critical elements of customer service in the airline industry. The goal of the study was to uncover customer opinions about services by monitoring and analyzing public Twitter commentaries. The purpose of this paper is to identify elements of customer service that provide positive experiences to customers as well as to identify service processed and features that require further improvements. Design/methodology/approach – The authors employed the approach of sentiment analysis as part of the netnography study. The authors processed 67,953 publicly shared tweets to identify customer sentiments about services of four airline companies. Sentiment analysis was conducted using the lexicon approach and vector-space model for assessing the polarity of Twitter posts. Findings – By analyzing Twitter posts for their sentiment polarity the authors were able to identify areas of customer service that caused customer satisfaction, dissatisfaction as well as delight. Positive sentiments were linked mostly to online and mobile check-in services, favorable prices, and flight experiences. Negative sentiments revealed problems with usability of companies’ web sites, flight delays and lost luggage. Evidence of delightful experiences was recorded among services provided in airport lounges. Originality/value – Paper demonstrates how sentiment analysis of Twitter feeds can be used in research on customer service experiences, as an alternative to Kano and SERVQUAL models.

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