Business Management

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

  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 ... 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.

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  THE ROLE OF INTERNET RESOURCES AND SOCIAL MEDIA IN THE STRATEGIC DEVELOPMENT OF TOURISM

  The article is devoted to the study of the influence of Internet resources, social networks in particular, on the dynamics of inbound world tourist flows. A 30-year dynamic series of the number of Internet users with 5-year periods has been studied. Modeling this indicator with a linear trend has made it possible to obtain estimates of the average ... The article is devoted to the study of the influence of Internet resources, social networks in particular, on the dynamics of inbound world tourist flows. A 30-year dynamic series of the number of Internet users with 5-year periods has been studied. Modeling this indicator with a linear trend has made it possible to obtain estimates of the average annual increase in the number of Internet users for certain periods. An analysis of factors is provided, which has influenced the dynamics of tourist flows and growth quantity and users of the global network for the period 2005-2023. It is determined that social networks play a significant role in the growth of the number of Internet users, which has a more quantitative impact for them, and a qualitative impact on tourism. The influence of the emergence and development of social networks and the most popular tourist websites on changes in the number of travelers is analyzed. Quantitative assessment of this relationship using regression analysis methods is proposed. Methods of analysis and synthesis, generalization and comparison, modeling, correlation and regression analysis are used in the research process.

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  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 ... 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 difficult situation. To achieve the stated goal, a semi-structured interview on HR management experts of Lithuanian hospitality companies has been carried out. The results of the study have enabled the author to detail the HR management challenges (related to highlighted four themes) caused by the Covid-19 pandemic in the Lithuanian hospitality industry and find sub-themes that are potentially relevant directions of future research. These findings can help managers and decisions makers increase the level of resilience of the hospitality company in a difficult situation.