{"title":"Strategic Airline Service Review in the time of COVID-19 Crisis","authors":"P. Tansitpong","doi":"10.4018/ijisss.302883","DOIUrl":null,"url":null,"abstract":"This study extracted airline data from several online source to examines operational and service strategy of the airline industry during the COVID-19 pandemic. The results have suggested that airlines were losing market shares in this pandemic situation except for those with high assets. In addition, this study utilizes text analytics techniques to provide insight into service characteristics that distinguish positive from negative reviews. The results suggest that satisfied travelers are demanding services with high empathy and responsiveness, while negative reviewers frequently complaints about insufficient operational aspects such as ground operations, mishandled baggage, system glitches, and staff management on handling cancellation.","PeriodicalId":54045,"journal":{"name":"International Journal of Information Systems in the Service Sector","volume":null,"pages":null},"PeriodicalIF":0.6000,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Information Systems in the Service Sector","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.4018/ijisss.302883","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q4","JCRName":"COMPUTER SCIENCE, INFORMATION SYSTEMS","Score":null,"Total":0}
引用次数: 0
Abstract
This study extracted airline data from several online source to examines operational and service strategy of the airline industry during the COVID-19 pandemic. The results have suggested that airlines were losing market shares in this pandemic situation except for those with high assets. In addition, this study utilizes text analytics techniques to provide insight into service characteristics that distinguish positive from negative reviews. The results suggest that satisfied travelers are demanding services with high empathy and responsiveness, while negative reviewers frequently complaints about insufficient operational aspects such as ground operations, mishandled baggage, system glitches, and staff management on handling cancellation.
期刊介绍：
The International Journal of Information Systems in the Service Sector (IJISSS) provides a significant channel for practitioners and researchers (from both public and private areas of the service sector), software developers, and vendors to contribute and circulate ground-breaking work and shape future directions for research. IJISSS assists industrial professionals in applying various advanced information technologies. It explains the relationship between the advancement of the service sector and the evolution of information systems.
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