ABSTRACT

A self-check-in kiosk is a vital aspect of airline non-contact services. Its performance is more important than ever during and after the Covid-19 era. This study uses the tenets of the attribution theory and investigates how self-check-in kiosk quality influences passenger satisfaction and loyalty. We newly explore three attributes of self-check-in kiosk quality, which significantly induce passenger approach behaviors for the airlines. Passenger innovativeness acts an important moderator. Our finding helps practitioners learn how to win passenger satisfaction and loyalty using self-check-in kiosks as a key non-contact service strategy under the competitive airline marketplace during and after the Covid-19 era.

摘要

自助值机亭是航空公司非接触式服务的重要方面。在Covid-19时代前后，它的性能比以往任何时候都更为重要。这项研究使用归因理论的宗旨，并研究自助值机亭的质量如何影响旅客的满意度和忠诚度。我们新近探索了自助值机亭质量的三个属性，这些属性显着诱发了航空公司的旅客进近行为。旅客创新是重要的主持人。我们的发现可帮助从业者学习如何在Covid-19时代及之后的竞争性航空市场中，使用自助值机亭作为关键的非接触式服务策略，从而赢得乘客的满意度和忠诚度。