{"title":"Have a Nice Flight! Understanding the Interplay Between Topics and Emotions in Reviews of Luxury Airlines in the Pre- and Post-Covid-19 Periods","authors":"","doi":"10.1007/s10796-023-10465-8","DOIUrl":null,"url":null,"abstract":"<h3>Abstract</h3> <p>Few studies assessed the impact of Covid-19 on the aviation industry from the passengers’ perspective. This study examined how airline passengers’ emotions (positive and negative) and sub-emotions (joy, trust, surprise, anticipation, fear, sadness, anger, and disgust) changed in the pre-and post-Covid-19 periods. 21,463 reviews from 2014–2022 of top 10 luxury airlines were extracted from Skytrax. Using the lens of the Appraisal Theory of Emotion, the analysis revealed an increase in negative emotion and related sub-emotions after the pandemic. Using topic modeling seven similar topics (namely food, staff, customer service, board, flight, crew, and luggage) and four dissimilar topics (entertainment and drink for pre-Covid-19 and wait and Covid-19 for post-Covid-19) were identified. Regression analysis showed that the topics food and entertainment generated significant positive emotion whereas wait and customer service generated significant negative emotion. The results would help the luxury airlines to identify offerings to improve during the recovery after Covid-19.</p>","PeriodicalId":13610,"journal":{"name":"Information Systems Frontiers","volume":"116 1","pages":""},"PeriodicalIF":6.9000,"publicationDate":"2024-01-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Information Systems Frontiers","FirstCategoryId":"94","ListUrlMain":"https://doi.org/10.1007/s10796-023-10465-8","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"COMPUTER SCIENCE, INFORMATION SYSTEMS","Score":null,"Total":0}
引用次数: 0
Abstract
Few studies assessed the impact of Covid-19 on the aviation industry from the passengers’ perspective. This study examined how airline passengers’ emotions (positive and negative) and sub-emotions (joy, trust, surprise, anticipation, fear, sadness, anger, and disgust) changed in the pre-and post-Covid-19 periods. 21,463 reviews from 2014–2022 of top 10 luxury airlines were extracted from Skytrax. Using the lens of the Appraisal Theory of Emotion, the analysis revealed an increase in negative emotion and related sub-emotions after the pandemic. Using topic modeling seven similar topics (namely food, staff, customer service, board, flight, crew, and luggage) and four dissimilar topics (entertainment and drink for pre-Covid-19 and wait and Covid-19 for post-Covid-19) were identified. Regression analysis showed that the topics food and entertainment generated significant positive emotion whereas wait and customer service generated significant negative emotion. The results would help the luxury airlines to identify offerings to improve during the recovery after Covid-19.
期刊介绍：
The interdisciplinary interfaces of Information Systems (IS) are fast emerging as defining areas of research and development in IS. These developments are largely due to the transformation of Information Technology (IT) towards networked worlds and its effects on global communications and economies. While these developments are shaping the way information is used in all forms of human enterprise, they are also setting the tone and pace of information systems of the future. The major advances in IT such as client/server systems, the Internet and the desktop/multimedia computing revolution, for example, have led to numerous important vistas of research and development with considerable practical impact and academic significance. While the industry seeks to develop high performance IS/IT solutions to a variety of contemporary information support needs, academia looks to extend the reach of IS technology into new application domains. Information Systems Frontiers (ISF) aims to provide a common forum of dissemination of frontline industrial developments of substantial academic value and pioneering academic research of significant practical impact.
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