新冠肺炎危机时期航空服务战略回顾

IF 0.6 Q4 COMPUTER SCIENCE, INFORMATION SYSTEMS

International Journal of Information Systems in the Service Sector Pub Date : 2022-01-01 DOI:10.4018/ijisss.302883

P. Tansitpong

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引用次数: 0

摘要

本研究从多个在线来源提取航空公司数据，以检查航空业在COVID-19大流行期间的运营和服务战略。结果表明，除了那些高资产的航空公司外，航空公司在这次大流行中正在失去市场份额。此外，本研究利用文本分析技术来洞察区分正面和负面评论的服务特征。结果表明，满意的旅客要求服务具有高度的同理心和响应能力，而负面评论者经常抱怨操作方面的不足，如地面操作、行李处理不当、系统故障和员工对取消服务的管理。

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Strategic Airline Service Review in the time of COVID-19 Crisis

This study extracted airline data from several online source to examines operational and service strategy of the airline industry during the COVID-19 pandemic. The results have suggested that airlines were losing market shares in this pandemic situation except for those with high assets. In addition, this study utilizes text analytics techniques to provide insight into service characteristics that distinguish positive from negative reviews. The results suggest that satisfied travelers are demanding services with high empathy and responsiveness, while negative reviewers frequently complaints about insufficient operational aspects such as ground operations, mishandled baggage, system glitches, and staff management on handling cancellation.

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来源期刊

International Journal of Information Systems in the Service Sector COMPUTER SCIENCE, INFORMATION SYSTEMS-

CiteScore

1.90

自引率

33.30%

发文量

期刊介绍： The International Journal of Information Systems in the Service Sector (IJISSS) provides a significant channel for practitioners and researchers (from both public and private areas of the service sector), software developers, and vendors to contribute and circulate ground-breaking work and shape future directions for research. IJISSS assists industrial professionals in applying various advanced information technologies. It explains the relationship between the advancement of the service sector and the evolution of information systems.