Due to the COVID-19 pandemic, the airline industry has undoubtedly suffered serious losses. Investigation of passenger's intention to recommend an airline is urgently needed for airline companies to formulate specific retention strategies and revitalize the industry. Therefore, this study mainly sought to identify the latent factors that determine airline passenger's recommendation intention during the COVID-19 period, and investigate how the emotions expressed in passenger reviews affect their intention to recommend an airline. From the period between January 2020 and October 2021, 6798 online reviews were collected and analyzed. The results indicate that four out of eight emotional dimensions, including joy, trust, anger, and disgust, significantly influence passengers' intention to recommend. This study not only extended the applications of the expectancy-disconfirmation theory and Plutchik's emotional theory but also provided instructive suggestions for airline businesses that need to formulate marketing strategies, especially during the COVID-19 period.

中文翻译：

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推荐还是不推荐？ COVID-19期间情绪对旅客航空公司推荐意愿的影响


由于COVID-19大流行，航空业无疑遭受了严重损失。航空公司迫切需要调查旅客推荐航空公司的意愿，制定具体的保留策略，振兴行业。因此，本研究主要旨在找出在COVID-19期间决定航空公司乘客推荐意图的潜在因素，并调查乘客评论中表达的情绪如何影响他们推荐航空公司的意图。 2020年1月至2021年10月期间，收集并分析了6798条在线评论。结果表明，八个情感维度中的四个，包括喜悦、信任、愤怒和厌恶，显着影响乘客的推荐意愿。这项研究不仅扩展了期望否定理论和Plutchik情感理论的应用，而且为需要制定营销策略的航空公司企业提供了指导性建议，特别是在COVID-19期间。