Determinants of passengers' choice of airline check-in services: A case study of American, Australian, Korean, and Taiwanese passengers
This paper investigates factors that influence whether air travelers' choose conventional counter or self-service check-in, including kiosk and web check-in. It uses data collected from American, Australian, Korean, and Taiwanese passengers. The data suggests that a passenger's choice of check-in service is strongly dependent on nationality and previous experiences of checking-in; i.e. a cultural bias exists in the behavior of passengers using airline check-in services. Taiwanese passengers prefer to use the conventional counter check-in service but Korean, Australian and American air travelers use more self-service check-in facilities. The analysis also highlights that passengers' perceptions of the attributes of the check-in service significantly determine their choice of check-in option.
- Record URL:
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Availability:
- Find a library where document is available. Order URL: http://worldcat.org/oclc/31005945
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Supplemental Notes:
- Abstract reprinted with permission from Elsevier.
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Authors:
- Lu, Jin-Long
- Choi, Jung Kyu
- Tseng, Wen-Chun
- Publication Date: 2011-7
Language
- English
Media Info
- Media Type: Print
- Features: Bibliography; Figures; References; Tables;
- Pagination: pp 249-252
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Serial:
- Journal of Air Transport Management
- Volume: 17
- Issue Number: 4
- Publisher: Elsevier
- ISSN: 0969-6997
- Serial URL: http://www.sciencedirect.com/science/journal/09696997
Subject/Index Terms
- TRT Terms: Activity choices; Automated checkin; Case studies; Passenger handling; Passenger service; Perception
- Uncontrolled Terms: Airline passengers; Cultural influences; Experiences; Nationalities; Nationality; Self-service passenger options
- Geographic Terms: Australia; South Korea; Taiwan; United States
- Subject Areas: Administration and Management; Aviation; Terminals and Facilities;
Filing Info
- Accession Number: 01340550
- Record Type: Publication
- Files: TRIS
- Created Date: May 19 2011 9:00AM