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dc.contributor.authorChang, Hsin-Lien_US
dc.contributor.authorYang, Cheng-Huaen_US
dc.date.accessioned2014-12-08T15:20:03Z-
dc.date.available2014-12-08T15:20:03Z-
dc.date.issued2008-10-01en_US
dc.identifier.issn0261-5177en_US
dc.identifier.urihttp://dx.doi.org/10.1016/j.tourman.2007.12.002en_US
dc.identifier.urihttp://hdl.handle.net/11536/14216-
dc.description.abstractThis study aims to (i) explore the importance and performance of services provided by kiosks and (ii) identify managerial strategies to increase kiosk attractiveness in order to be a viable option for passengers. The service attributes influencing service quality were first determined via the critical incident technique (CIT), following which a questionnaire was designed for data collection. Relative to an identified distribution (Ridit) values were applied to conduct the importance-performance analysis (IPA) rather than the mean values of raw ordinal scores. Our results indicate that potential kiosk users expect their check-in environment to be highly controlled. Airlines may mitigate frequent flyers' resistance to kiosks by providing additional benefitsen_US
dc.language.isoen_USen_US
dc.subjectself-service kiosksen_US
dc.subjectRidit analysisen_US
dc.subjectimportance-performance analysisen_US
dc.titleDo airline self-service check-in kiosks meet the needs of passengers?en_US
dc.typeArticleen_US
dc.identifier.doi10.1016/j.tourman.2007.12.002en_US
dc.identifier.journalTOURISM MANAGEMENTen_US
dc.citation.volume29en_US
dc.citation.issue5en_US
dc.citation.spage980en_US
dc.citation.epage993en_US
dc.contributor.department運輸與物流管理系 註:原交通所+運管所zh_TW
dc.contributor.departmentDepartment of Transportation and Logistics Managementen_US
dc.identifier.wosnumberWOS:000259018700013-
dc.citation.woscount15-
Appears in Collections:Articles


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