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Electronic Word-Of-Mouth Behavior Of Passengers In The Airport: The Combination Of Sor And Commitment-Trust Theory
dc.contributor.author | Khoa, Bui | |
dc.contributor.author | Quan, Nguyen | |
dc.contributor.author | Nguyen, Van | |
dc.date.accessioned | 2023-12-16T16:16:49Z | |
dc.date.accessioned | 2023-12-16T16:16:50Z | |
dc.date.available | 2023-12-16T16:16:49Z | |
dc.date.available | 2023-12-16T16:16:50Z | |
dc.date.issued | 2023 | |
dc.identifier.issn | 0861-6604 | |
dc.identifier.uri | http://hdl.handle.net/10610/4916 | |
dc.description.abstract | Because airports serve as symbolic representations of a nation, careful oversight of airport service quality is essential to preserving a positive international reputation. Getting a competitive edge by satisfying travelers and vacationers with first-rate service is critical to spur real economic growth. This paper investigates the impact of airport service quality on passengers’ pleasure and its subsequent impact on trust and electronic word-of-mouth behavior. The survey data reveal that six dimensions of airport service quality, including check-in, security, convenience, ambiance, basic facilities and mobility, were analyzed for their impact on passengers’ pleasure. The results show that the quality of these services in the airport has a significant impact on passengers’ pleasure. Positive airport experiences lead to increased trust and positive electronic word-of-mouth behavior. The findings highlight the importance of providing high-quality airport services to enhance customer pleasure and maintain positive customer perceptions and behaviors toward the airport. | us_US |
dc.publisher | Tsenov Publishing House | EN_en |
dc.relation.ispartofseries | 4;1 | |
dc.subject | electronic word-of-mouth behavior | us_US |
dc.subject | airport service quality | us_US |
dc.subject | passengers’ pleasure | us_US |
dc.subject | passengers’ trust | us_US |
dc.title | Electronic Word-Of-Mouth Behavior Of Passengers In The Airport: The Combination Of Sor And Commitment-Trust Theory | us_US |
dc.type | Article | us_US |