Airline Service: low-Cost-Carriers (LCCs) Failure and Passenger Emotional Experience

Keywords

Low-cost carrier (LCC); Negative emotions; Service failure; Tourism destination

Abstract

Purpose: This study aims to analyze low-cost-carrier (LCC) passengers' comments about their flight experience on Asian LCCs.

Design/methodology/approach: A netnography approach was used to review and content analyzed 230 LCC passengers' negative feedback on the TripAdvisor website.

Findings: LCC service failures generated 17 different negative emotions; among them, shock, disappointment and surprise were the most frequent emotions felt by passengers.

Practical implications: Maintaining a high level of customer service and ensuring easy access to information reduces LCC passenger's negative emotions and meets LCC passengers' service expectations and satisfaction. This study provides guidelines for the LCCs management who want to implement a netnography technique as a marketing research strategy.

Originality/value: A better understanding of this concept will help the LCCs industry to build a robust business model than competitors, maintain their competitive advantages in the global market and develop effective marketing strategies to attract more passengers.

Publication Date

5-2022

Original Citation

Herjanto, H., Amin, M., Okumus, F., & Cobanoglu, C. (2022). Airline service: low-cost-carriers (LCCs) failure and passenger emotional experience. Tourism Review, 77(3), 945–963. https://doi.org/10.1108/TR-01-2021-0025

Document Type

Paper

Language

English

Source Title

Tourism Review

Volume

77

Issue

3

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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