[HTML][HTML] Towards solving the airport ground workforce dilemma: A literature review on hiring, scheduling, retention, and digitalization in the airport industry
S Wandelt, K Wang - Journal of the Air Transport Research Society, 2024 - Elsevier
The airport ground workforce is critical for a smooth operation of the entire aviation industry.
This fact has been embarrassingly exposed during the recovery from the COVID-19 …
This fact has been embarrassingly exposed during the recovery from the COVID-19 …
[HTML][HTML] Self-service technology in aviation: a systematic literature review
Airlines and airports continuously improve operational efficiency and enhance service
quality, especially through self-service technology (SST). Although there are several reviews …
quality, especially through self-service technology (SST). Although there are several reviews …
Increasing customer service competencies of airports: Virtual integration competence, warmth and intimacy of artificial intelligence services
ECS Ku - Business Process Management Journal, 2024 - emerald.com
Purpose Airports are an essential part of the airline value chains. Artificial intelligence (AI)
technologies are widely used at airports; the study aims to explore how the virtual integration …
technologies are widely used at airports; the study aims to explore how the virtual integration …
Contactless Service: Artificial Intelligence Applications of Airports
ECS Ku - International Journal of Human–Computer Interaction, 2024 - Taylor & Francis
Airports are an essential part of the airline value chains. Artificial intelligence (AI)
technologies are widely used at airports; they utilize two technologies: face detection and …
technologies are widely used at airports; they utilize two technologies: face detection and …
[HTML][HTML] The explanatory power of the SKYTRAX's airport rating system: Implications for airport management
This article presents a study of the explanatory power of SKYTRAX's airport rating system,
using data from 423 airports for statistical analysis. The study utilizes ordinal regression and …
using data from 423 airports for statistical analysis. The study utilizes ordinal regression and …
[HTML][HTML] A multiple criteria decision-making model for enhancing informative service quality at airports
S Lin - Decision Analytics Journal, 2024 - Elsevier
The hospitality and tourism industry is witnessing unprecedented growth, driven by a
relentless pursuit of service excellence and customer satisfaction. In this dynamic …
relentless pursuit of service excellence and customer satisfaction. In this dynamic …
[HTML][HTML] Exploring Smart Airports' Information Service Technology for Sustainability: Integration of the Delphi and Kano Approaches
S Choi, C Moon, K Lee, X Su, J Hwang, I Kim - Sustainability, 2024 - mdpi.com
Airport digitalization has revolutionized service delivery at passenger touchpoints, which
leads to sustainable passenger loyalty. However, it is critical to determine whether this rapid …
leads to sustainable passenger loyalty. However, it is critical to determine whether this rapid …
[HTML][HTML] Airport Performance-a multifarious review of literature
C Yu - Journal of the Air Transport Research Society, 2023 - Elsevier
This paper reviews literature covering three broad categories of airport performance:
productivity and efficiency, financial performance, and service quality and passenger …
productivity and efficiency, financial performance, and service quality and passenger …
How to outperform airport quality of service: qualitative and quantitative data analysis extracted from airport passengers using grounded theory (GT) and structural …
The service quality of airports is a critical factor for passengers. To reach this goal, two
phases are planned in this paper. First, several passengers were interviewed, focusing on …
phases are planned in this paper. First, several passengers were interviewed, focusing on …
Time to evaluate service quality indicators for delivering service excellence at airports: Case of India
Due to competitive dynamics and a renewed emphasis on service experience, coupled with
evolving passenger needs and preferences for world-class airport experiences, airport …
evolving passenger needs and preferences for world-class airport experiences, airport …