2019冠状病毒病大流行的运营服务策略:以航空业为例

Proceedings of the 4th Asia Pacific Conference on Research in Industrial and Systems Engineering Pub Date : 2021-05-25 DOI:10.1145/3468013.3468303

Praowpan Transitpong

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引用次数: 0

摘要

本研究探讨了COVID-19疫情期间产品线战略对航空业服务绩效影响的关键决定因素。这项研究从几个在线资源中提取了航空公司的数据。结果表明，在这种情况下，航空公司采取了产品和服务差异化战略来获得一定的市场份额。此外，使用来自旅行者评论的数据，文本分析技术提供了关于区分正面和负面评论的服务特征的深刻信息。结果表明，满意的旅行者寻求的是同情和回应，而负面评论则是对IT运营和航班取消等糟糕运营活动的抱怨。

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Operational Service Strategy for COVID-19 Pandemic: A Case Study from the Airline Industry

This study explores the key determinants of the impact of product line strategy on airline industry services performance during the COVID-19 epidemic. The study extracted airline data from several online sources. The results suggested that the airlines used a product and service differentiation strategy to gain some market shares under the circumstance. In addition, using data from traveler reviews, text analysis techniques provide insightful information about service characteristics that differentiate positive and negative reviews. Results suggest that satisfied travelers seek sympathetic and responsiveness, while negative reviews suggest complaints of poor operational activities such as IT operations and flight cancellations.

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Proceedings of the 4th Asia Pacific Conference on Research in Industrial and Systems Engineering

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