Self-service technology in aviation: A systematic literature review

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dc.contributor.authorWongyai PH
dc.contributor.authorNgo T
dc.contributor.authorWu H
dc.contributor.authorTsui KWH
dc.contributor.authorNguyen T-H
dc.date.accessioned2024-04-17T20:44:49Z
dc.date.accessioned2024-07-25T06:33:09Z
dc.date.available2024-04-08
dc.date.available2024-04-17T20:44:49Z
dc.date.available2024-07-25T06:33:09Z
dc.date.issued2024-06
dc.description.abstractAirlines 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.
dc.description.confidentialfalse
dc.identifier.citationWongyai PH, Thanh N, Wu H, Tsui KWH, Nguyen T-H. (2024). Self-Service Technology in Aviation: A Systematic Literature Review. Journal of the Air Transport Research Society.
dc.identifier.doi10.1016/j.jatrs.2024.100016
dc.identifier.elements-typejournal-article
dc.identifier.urihttps://mro.massey.ac.nz/handle/10179/70400
dc.publisherElsevier Inc
dc.relation.isPartOfJournal of the Air Transport Research Society
dc.relation.urihttps://www.sciencedirect.com/science/article/pii/S2941198X24000150
dc.titleSelf-service technology in aviation: A systematic literature review
dc.typeJournal article
massey.relation.uri-descriptionAccepted version
pubs.elements-id488098
pubs.organisational-groupMassey Business School
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