Self-service technology in aviation: A systematic literature review

About this item

Title

Self-service technology in aviation: A systematic literature review

Content partner

Massey University

Collection

Massey Research Online

Description

Airlines 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...

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Format

Research paper

Research format

Journal article

Date created

2024-06

Creator

Wongyai PH / Ngo T / Wu H / Tsui KWH / Nguyen T-H

URL

https://hdl.handle.net/10179/70400

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