The Impact of the Characteristics of Self-Service Technologies on Customer Experience Quality: Insights for Airline Companies

dc.authorscopusid 57224623095
dc.authorscopusid 6601980161
dc.authorscopusid 59465954100
dc.authorwosid Duran, Cem/L-4074-2018
dc.contributor.author Uray, Nimet
dc.contributor.author Uray, Nimet
dc.contributor.author Alkilani, Shaymaa
dc.contributor.other Business Administration
dc.date.accessioned 2025-01-15T21:37:44Z
dc.date.available 2025-01-15T21:37:44Z
dc.date.issued 2024
dc.department Kadir Has University en_US
dc.department-temp [Duran, Cem] Istinye Univ, Fac Econ Adm & Social Sci, Dept Management Informat Syst, Istanbul, Turkiye; [Uray, Nimet; Alkilani, Shaymaa] Kadir Has Univ, Fac Econ Adm & Social Sci, Dept Business Adm, Istanbul, Turkiye en_US
dc.description.abstract Research on self-service technologies (SSTs) has not been fully developed, and it is still open to debate with many aspects concerning its effect on customer experience and potential outcomes empirically, especially in the airline industry. Studies regarding these technologies and their potential impact are needed in the airline industry as they represent an integral part of the tourism industry. Previous studies on the airline industry have merely focused on SSTs and their impact on customer adoption, tendency to use, and satisfaction. The SSTs have the capacity to influence how customers perceive their experience in the overall process of getting a service. Thus, customer experience quality (CXQ) is influenced by the perceived characteristics of SSTs. The literature on the impact of SSTs on CXQ is considerably limited in general, particularly in the airline industry. More research on this issue is needed, especially following the outbreak of COVID-19; thus, this study aims to investigate a model that integrates the impact of the perceived characteristics of SSTs as antecedents and outcomes of CXQ. The research design of this study is based on a mixed-method approach: a preliminary study consisting of two qualitative investigations and a main study through face-to-face questionnaires with airline passengers. Structural equation modeling (SEM) is applied to the data collected from passengers traveling with the airline company in Turkey (N=501) through questionnaires applied as mall intercepts. The results of this study include extending the CXQ dimensions to add consistency and institutionalism, hence contributing to the service and tourism literature. Furthermore, this research provides actionable insights for managers in airline businesses to invest more in SSTs to improve their CXQ, customer satisfaction, and positive word-ofmouth communication (WOM). en_US
dc.description.woscitationindex Emerging Sources Citation Index
dc.identifier.citationcount 0
dc.identifier.doi 10.29036/jots.v15i29.735
dc.identifier.endpage 71 en_US
dc.identifier.issn 1804-5650
dc.identifier.issue 29 en_US
dc.identifier.scopus 2-s2.0-85211486368
dc.identifier.scopusquality Q1
dc.identifier.startpage 46 en_US
dc.identifier.uri https://doi.org/10.29036/jots.v15i29.735
dc.identifier.uri https://hdl.handle.net/20.500.12469/7100
dc.identifier.volume 15 en_US
dc.identifier.wos WOS:001376923100003
dc.language.iso en en_US
dc.publisher Vysoka Skola Obchodni & Praze en_US
dc.relation.publicationcategory Makale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı en_US
dc.rights info:eu-repo/semantics/openAccess en_US
dc.scopus.citedbyCount 0
dc.subject Self-Service Technologies en_US
dc.subject Airline Passengers en_US
dc.subject Tourism Industry en_US
dc.subject Customer Experience Quality en_US
dc.subject Customer Satisfaction en_US
dc.subject Word Of Mouth Communication en_US
dc.subject Structural Equation Modeling en_US
dc.title The Impact of the Characteristics of Self-Service Technologies on Customer Experience Quality: Insights for Airline Companies en_US
dc.type Article en_US
dc.wos.citedbyCount 0
dspace.entity.type Publication
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