ELECTRONIC WORD-OF-MOUTH BEHAVIOR OF PASSENGERS IN THE AIRPORT: THE COMBINATION OF SOR AND COMMITMENT-TRUST THEORY

Authors

Keywords
Electronic word-of-mouth behavior, airport service quality, passengers’ pleasure, passengers’ trust

Abstract
Because airports serve as symbolic representations of a nation, careful oversight of airport service quality is essential to preserving a positive international reputation. Getting a competitive edge by satisfying travelers and vacationers with first-rate service is critical to spur real economic growth. This paper investigates the impact of airport service quality on passengers’ pleasure and its subsequent impact on trust and electronic word-of-mouth behavior. The survey data reveal that six dimensions of airport service quality, including check-in, security, convenience, ambiance, basic facilities and mobility, were analyzed for their impact on passengers’ pleasure. The results show that the quality of these services in the airport has a significant impact on passengers’ pleasure. Positive airport experiences lead to increased trust and positive electronic word-of-mouth behavior. The findings highlight the importance of providing high-quality airport services to enhance customer pleasure and maintain positive customer perceptions and behaviors toward the airport.

JEL: M30, M31, L93.
Pages: 22

To view the full text of the article click on the relevant button below.

More titles

  • RELATED PARTY DISCLOSURES – A PRECONDITION FOR IMPROVING THE TRANSPARENCY OF THE FINANCIAL STATEMENTS OF COMMERCIAL BANKS IN BULGARIA

    The specific nature of transactions between banking institutions and parties related thereto implies that such institutions have higher exposures to various types of risk (credit, interest, liquidity, market, etc.). This necessitates detailed disclosures in the financial statements of banking institutions. The aim of this paper is to examine the ...

  • HR MANAGEMENT CHALLENGES IN THE CONTEXT OF THE COVID-19 PANDEMIC: THE CASE OF THE LITHUANIAN HOSPITALITY INDUSTRY

    The purpose of the paper is to analyse the challenges of HR management, related to four themes such as workforce burnout and stress, personal safety, job satisfaction, and post-crisis training and development, which have resulted from the Covid-19 pandemic in the hospitality industry in order to increase the level of resilience in the future ...

  • RETHINKING THE ROLE OF THE LEADER IN THE TRANSFORMATIONAL CHANGES OF INDUSTRIALIZATION 4.0 FOR SMES IN THE REPUBLIC OF MOLDOVA

    Today, the concept of Industrialization 4.0 is very popular. Many entrepreneurs and managers are thinking through their transformation strategies, which, in the face of transformational change, are necessary for the survival of organizations. An important issue in organizational change is the role of the transforming leader. What should it be ...