Employing humour and celebrities to manipulate passengers’ attention to pre-flight safety briefing videos in commercial aviation

Seneviratne, Dimuth; Molesworth, Brett R. C.

doi:10.1016/j.ssci.2015.01.006

Cited by 26 publications

(6 citation statements)

References 12 publications

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“…Humour helps to connect with customers, and this has been found to be useful during tourism interactions because it keeps tourist audiences engaged and alert (Pabel & Pearce 2016). Humour also helps recall important messages (Seneviratne & Molesworth 2015), which is important when providing adventure related services.…”

Section: Discussionmentioning

confidence: 99%

Presenting and perceiving humour in Estonian tourism settings

Piirman

Saks

2021

EJHR

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Humour plays a significant role in everyday interactions. Individuals perceive humour differently and experience various emotions, from exaltation to umbrage. Therefore, providing humorous communication in customer service is challenging. The aim of this study was to investigate the perception of humour in a tourism customer service context. In the first part of the study, representatives of Estonian tourism companies were asked their opinions about using humour in communication with their clients. They provided examples of the use of humour in customer service situations, which were then evaluated by potential tourists in the second part of the study. The results of the evaluation were analysed in relation to the respondents’ sense of humour. The findings were discussed in line with the four implicatures of humour.

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Section: Discussionmentioning

confidence: 99%

Presenting and perceiving humour in Estonian tourism settings

Piirman

Saks

2021

EJHR

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“…Flight experience videos have become so popular in the 21st century that aviation blogging has become a separate segment, with bloggers such as Sam (n.d.) and The Points Guy (n.d.) attracting millions of followers. Another creative measure that has become quite popular among airlines globally is featuring celebrities in preflight safety videos (Seneviratne and Molesworth, 2015). Table 1 summarizes the broad findings of the various factors that influence airline choices of consumers from the extant literature.…”

Section: Literature Reviewmentioning

confidence: 99%

What are the most important consumer decision factors when choosing an airline? An emerging economy perspective

Banerji

Saha

Singh

et al. 2022

APJML

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PurposeThe quest to acquire new customers and retain the existing ones is a challenge for all aviation companies. This paper attempts to assist the aviation companies in tackling this challenge by revealing the most important factors that their customers consider to be the most important while making purchasing choices.Design/methodology/approachDrawing on three separate studies, this paper identifies the most important factors that influence consumers' choice of airlines in an emerging economy context. The first study adopts a qualitative approach with 20 respondents (Max QDA is used for analyzing these data), followed by the second study based on a quantitative survey with 105 participants, and finally, the third study which employs a multi-criteria decision-making technique named fuzzy analytic hierarchy process (AHP) on a sample of 12 expert customers.FindingsThe findings of this paper reveal that customer care quality and on-time arrival are the two most important factors that aviation customers consider while making their purchase decisions. In contrast, baggage allowance and fastest route to destination are the two least considered by aviation customers while making their purchasing choices.Research limitations/implicationsThis study includes only a geographic-specific segment of passengers. Future studies of consumer preferences in the aviation industry may include consumers belonging to other geographic regions. Furthermore, future studies may segment their sample populations based on factors other than age, the purpose of travel and booking medium.Practical implicationsThis investigation attempts to give a rich and holistic understanding of the different factors that influence the aviation choices of consumers of varying segments. This study has significant practical implications as modern-day airlines aim to optimally cater to the needs of their target segments without incurring additional costs on services that consumers do not deem to be as important.Originality/valueThis study highlights the importance attributed to each identified factor by passengers, something that previous research has mostly ignored.

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“…Seneviratne and Molesworth [15] showed that using humorous pre-flight safety videos could effectively attract and maintain passenger attention and help them recall critical safety information. In addition, Vine et al [16] simulated an "engine failure on take-off" scenario to test the pilot's response under pressure and the effect on subsequent flight control.…”

Section: A Impact Factors and Relevant Research On Flight Safetymentioning

confidence: 99%