Browsing by Author "Wongyai PH"

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    Self-service technology in aviation: A systematic literature review
    (Elsevier Inc, 2024-06) Wongyai PH; Ngo T; Wu H; Tsui KWH; Nguyen T-H
    Airlines and airports continuously improve operational efficiency and enhance service quality, especially through self-service technology (SST). Although there are several reviews on SST, the aviation industry has been comparatively overlooked. This study offers a systematic review of the existing literature on aviation SST (e.g., self-check-in kiosks and web/e-ticketing) from the customer service perspective. Starting from a rich dataset of 678 peer-reviewed journal articles listed in Scopus, after some screening processes, 98 articles remained and were included in the full-text review and analysis. Accordingly, we found that the aviation SST literature focused on some geographical locations, e.g., North America and Asia, but not others (e.g., Africa or Oceania). Its three main research themes are customer adoption, customer satisfaction, and customer experience, in which the Technology Acceptance Model (TAM) is the dominant framework. In addition, the use of SST from the environmental perspective was rarely studied while newer SSTs such as customer service chatbots and biometric check-in will need more attention.