Airline passengers’ perceptions of service quality

Detalhes bibliográficos
Autor(a) principal: Brochado, Ana
Data de Publicação: 2019
Outros Autores: Rita, Paulo, Oliveira, Cristina, Oliveira, Fernando
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/89703
Resumo: Brochado, A., Rita, P., Oliveira, C., & Oliveira, F. (2019). Airline passengers’ perceptions of service quality: themes in online reviews. International Journal of Contemporary Hospitality Management, 31(2), 855-873. https://doi.org/10.1108/IJCHM-09-2017-0572
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spelling Airline passengers’ perceptions of service qualitythemes in online reviewsAirline industryContent analysisService qualityValue for moneyWeb reviewsTourism, Leisure and Hospitality ManagementBrochado, A., Rita, P., Oliveira, C., & Oliveira, F. (2019). Airline passengers’ perceptions of service quality: themes in online reviews. International Journal of Contemporary Hospitality Management, 31(2), 855-873. https://doi.org/10.1108/IJCHM-09-2017-0572Purpose: This paper aims to identify the main themes shared in online reviews by airline travellers, as well as which of these themes were linked with higher and lower value for money ratings. Design/methodology/approach: The research used mixed content analyses (i.e. quantitative and qualitative) to examine 1,200 reviews of six airline companies shared by airline travellers in a social media platform. Findings: The analyses revealed nine themes in descriptions of airline travel experiences. These are the core services during “flights”, “airport” operations, crew and ground “staff”, ticket “classes”, “seats”, inflight “services”, “entertainment”, overall experiences of “airlines” and post-purchase recommendations of with which companies to “fly”. Low value for money ratings are linked with the “airport” and “flights” themes. Originality/value: The results offer useful insights into airline travellers’ overall experiences based on social media information and facilitate the identification of the main themes linked with different value for money ratings.NOVA Information Management School (NOVA IMS)Information Management Research Center (MagIC) - NOVA Information Management SchoolRUNBrochado, AnaRita, PauloOliveira, CristinaOliveira, Fernando2019-12-10T23:15:28Z2019-02-112019-02-11T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/article19application/pdfhttp://hdl.handle.net/10362/89703eng0959-6119PURE: 11720903http://www.scopus.com/inward/record.url?scp=85061445004&partnerID=8YFLogxKhttps://doi.org/10.1108/IJCHM-09-2017-0572info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T04:39:57Zoai:run.unl.pt:10362/89703Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:37:03.408867Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Airline passengers’ perceptions of service quality
themes in online reviews
title Airline passengers’ perceptions of service quality
spellingShingle Airline passengers’ perceptions of service quality
Brochado, Ana
Airline industry
Content analysis
Service quality
Value for money
Web reviews
Tourism, Leisure and Hospitality Management
title_short Airline passengers’ perceptions of service quality
title_full Airline passengers’ perceptions of service quality
title_fullStr Airline passengers’ perceptions of service quality
title_full_unstemmed Airline passengers’ perceptions of service quality
title_sort Airline passengers’ perceptions of service quality
author Brochado, Ana
author_facet Brochado, Ana
Rita, Paulo
Oliveira, Cristina
Oliveira, Fernando
author_role author
author2 Rita, Paulo
Oliveira, Cristina
Oliveira, Fernando
author2_role author
author
author
dc.contributor.none.fl_str_mv NOVA Information Management School (NOVA IMS)
Information Management Research Center (MagIC) - NOVA Information Management School
RUN
dc.contributor.author.fl_str_mv Brochado, Ana
Rita, Paulo
Oliveira, Cristina
Oliveira, Fernando
dc.subject.por.fl_str_mv Airline industry
Content analysis
Service quality
Value for money
Web reviews
Tourism, Leisure and Hospitality Management
topic Airline industry
Content analysis
Service quality
Value for money
Web reviews
Tourism, Leisure and Hospitality Management
description Brochado, A., Rita, P., Oliveira, C., & Oliveira, F. (2019). Airline passengers’ perceptions of service quality: themes in online reviews. International Journal of Contemporary Hospitality Management, 31(2), 855-873. https://doi.org/10.1108/IJCHM-09-2017-0572
publishDate 2019
dc.date.none.fl_str_mv 2019-12-10T23:15:28Z
2019-02-11
2019-02-11T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/89703
url http://hdl.handle.net/10362/89703
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 0959-6119
PURE: 11720903
http://www.scopus.com/inward/record.url?scp=85061445004&partnerID=8YFLogxK
https://doi.org/10.1108/IJCHM-09-2017-0572
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv 19
application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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