How High can you Fly? LCC Passenger Dissatisfaction

Herjanto, Halimin; Byrnes, Madysen; Rivas, Pedro; Kasuma, Jati

doi:10.14707/ajbr.200084

Cited by 8 publications

(20 citation statements)

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“…Luggage-related issues are complex (Herjanto et al , 2020). Lost or damaged luggage is disastrous because it has a financial and psychological cost.…”

Section: Results and Critical Research Findingsmentioning

confidence: 99%

“…Good inflight food gives passengers a better flight experience and improves their positive perception of the airline (Herjanto et al , 2020). In contrast, bad inflight food potentially makes passengers sick and it is reasonable to assume that lousy food makes passengers inactive, fatigued and potentially emotionally stressed with feelings of being disappointed, embarrassed, frustrated, sad, ashamed and surprised (Devi et al , 2019).…”

Section: Results and Critical Research Findingsmentioning

confidence: 99%

“…Nieman-Gonder et al (2018) suggest that airline experience produces a specific, personal and powerful emotional experience that determines passengers’ future businesses. For example, LCC’s staff friendliness and helpfulness and product value and low price are the keys to generating customer satisfaction (Herjanto et al , 2020). In contrast, LCC service failures such as a flight departure or arrival delay and boredom (Zandke-Schaffhauser, 2007), physical disputes with airline staff (Zhu et al , 2019) produce negative emotions, complaints and negative word-of-mouth (Jolly, 2019).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Accordingly, nearly 90% of potential passengers read online reviews before deciding to fly with an airline (Saleh, 2019). Despite the importance of online reviews, prior research has not fully investigated and used online review data and limiting opportunities to potentially reveal a different perspective on LCC service failure (Herjanto et al , 2020). Previous studies have established the link between service failure and emotions across the industry by performing quantitative methods.…”

Section: Introductionmentioning

confidence: 99%

“…For this reason, exploring this concept to identify the dynamic powers underlying the airline’s passengers’ emotions is encouraged (Herjanto et al , 2020). To understand this phenomenon, we used a netnography approach.…”

Section: Introductionmentioning

confidence: 99%

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Airline service: low-cost-carriers (LCCs) failure and passenger emotional experience

Herjanto

Amin

Okumuş

et al. 2021

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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.

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“…Luggage-related issues are complex (Herjanto et al , 2020). Lost or damaged luggage is disastrous because it has a financial and psychological cost.…”

Section: Results and Critical Research Findingsmentioning

confidence: 99%

Section: Results and Critical Research Findingsmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Airline service: low-cost-carriers (LCCs) failure and passenger emotional experience

Herjanto

Amin

Okumuş

et al. 2021

Self Cite

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LGBTQ hotel selection criteria: a thematic analysis method

Herjanto,

Garza,

Amin

2023

JHTI

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PurposeThis study aimed to investigate the lesbian, gay, bisexual, transgender and queer (LGBTQ) hotel selection criteria.Design/methodology/approachA thematic analysis was performed to explore 104 LGBTQ traveler comments based on TripAdvisor's top five LGBTQ hotels in Thailand.FindingsThe results indicated that tangible and intangible hotel attributes influence the LGBTQ community's hotel selection.Practical implicationsThe results emphasize the need for hoteliers to understand the diversity of the LGBTQ community's hotel selection criteria and adjust or adopt different marketing strategies to engage and attract LGBTQ travelers.Originality/valueThis study contributes to the tourism literature by showing the importance of recognizing the LGBTQ community's hotel selection criteria and providing recommendations to improve product quality and services of hotels.

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A systematic review on halal cosmetic consumption: application of theory method context – attributes decision outcome framework

Herjanto

Amin

Karmagatri

2022

JIABR

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Purpose This study aims to offer a holistic halal cosmetic consumption framework by describing the current knowledge about halal cosmetics and presenting new directions for future research. Design/methodology/approach The theory, method and context–attributes, decision and outcome systematic review framework was used in this study. This study addresses the halal cosmetics literature published in the Scopus database: nonpredatory journals between 2010 and 2021. Findings This study found seven antecedent categories that affect four halal cosmetics consumption decisions. Those decisions led to three outcomes. In addition, behavioral theories were identified as the most frequent theory used to explain this phenomenon in personal and business settings. Originality/value To the best of the authors’ knowledge, this is the first systematic review of halal cosmetics consumption. This study explores the relevant theories, contexts, methods, antecedents and consumer decisions. Therefore, this study offers important insights into this phenomenon.

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How High can you Fly? LCC Passenger Dissatisfaction

Cited by 8 publications

References 0 publications

Airline service: low-cost-carriers (LCCs) failure and passenger emotional experience

Airline service: low-cost-carriers (LCCs) failure and passenger emotional experience

LGBTQ hotel selection criteria: a thematic analysis method

A systematic review on halal cosmetic consumption: application of theory method context – attributes decision outcome framework

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