ソ カンフン   SO Kanfun
  徐 康勲
   所属   広島修道大学  商学部
   職種   助教
言語種別 英語
発行・発表の年月 2021/08
形態種別 学術論文
査読 査読有り
標題 Evaluating and Exploring Successful Disruptive Innovation in the Aviation Industry From the Perspective of Consumers: A Comprehensive Content Analysis of Low-Cost Carrier Passengers’ Word of Mouth
執筆形態 単著
掲載誌名 International Journal of E-Services and Mobile Applications (IJESMA)
掲載区分国外
巻・号・頁 13(4),pp.105-119
頁数 15
著者・共著者 Gang-Hoon Seo
概要 Since Southwest Airlines’ disruptive innovation was introduced, low-cost carriers (LCCs) have had a prominent impact on the aviation industry. Therefore, considerable attention has been paid to the LCC model. However, it is still not clear whether it is a successful disruptive innovation, or what factors and differentiation points for successful LCC service exist from the passengers’ perspective. As this study’s methodology, quantitative and qualitative content analyses are conducted using the word-of-mouth data of 1,854 passengers of 20 airlines. This study found that the LCC model is perceived as a successful disruptive innovation from the passengers’ point of view. For successful LCC service, LC airlines should offer higher quality services than passengers’ expectations using basic service elements. Also, good staff characteristics, leaving a professional impression, and providing good optional services could play a role as differentiation tools.
DOI 10.4018/IJESMA.2021100107