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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  ANALYSIS OF THE BEHAVIOUR OF ONLINE CONSUMERS FROM THE EUROPEAN UNION: RELATIONSHIPS AND EXTREME VALUES

  The present study aims to reveal relationships and extreme values concerning online consumer activity within the European Union. The conclusions of the research are based on official statistics relating to people from the 27 EU member states who made online purchases in 2022. The study utilised analysis of variance (ANOVA) and descriptive ... The present study aims to reveal relationships and extreme values concerning online consumer activity within the European Union. The conclusions of the research are based on official statistics relating to people from the 27 EU member states who made online purchases in 2022. The study utilised analysis of variance (ANOVA) and descriptive statistical methods to analyse the grouped data from the research. In the course of the study, statistically significant correlations between sequentially selected factors, such as age, education, and digital skills of the respondents, and the dependent variable – online purchasing activity of consumers from the EU, were derived. With the help of a box plot, it is observed that the percentages of male and female online shoppers aged between 16 and 24 years from Bulgaria, Romania and Cyprus reach moderately low extreme values in the distribution. Using the same graphical method, a moderately low extreme value of the percentage of women with higher education from Bulgaria, who made online purchases in 2022, is visualised. The percentages of online consumers who are "professionals" in the field of ICT from Cyprus, Bulgaria and Romania are abnormally low, and for "non- professionals" in this field, the percentage of online consumers from Romania appears as a moderately low extreme value. The obtained empirical results can be transformed into reference points for the formation of market strategies by traders.