Assessing the self-service technology usage of Y-Generation in airline services

Technology-Enhanced Airport Services—Attractiveness from the Travelers’ Perspective

“…Due to the high proportion of the respondents from the generation Z and Y, our finding for these age groups can be considered valid and useful for further research. Although the younger age group is generally considered to be the primary target group for digitized services, complementing the findings of previous research [33,35], our cluster analysis revealed differences regarding the perceived attractiveness of AI-based services among these generations.…”

“…The scientific relevance of the research comprises the discussion of AI-based solutions in a special (airport development) context (1): although an increasing number of journal articles related to airport digitization technology are appearing [8,21], the range of articles focusing on AI-based services is limited in the airport context, to the extension of which our research has contributed. With our research, the definition of airport (SST) services has been supplemented with AI-based transport and communication solutions, which is a novel approach in contrast to previous research [18,33] (2). The reinterpretation of SST can serve as a basis for the typology of airport services as well as rethinking the factors influencing airport attractiveness.…”

“…Research into driverless autobuses confirms a positive attitude towards the technology due to its perceived environmental (e.g., energy-saving, minimization of damage to the flora) and psychological (e.g., avoidance of human error) benefits [29][30][31]. Research [33][34][35] suggests that AI-based technologies may be attractive primarily to the young segment (especially to gen Z) and can be used as a virtual tour guide (e.g., AutoTour), and so they can replace the conventional ways of sightseeing (Hop-on-Hop-off services). Self-driving minibuses have been tested at Charleroi Airport near Brussels in collaboration with Flibco shuttle [36] service provider in 2019.…”

Ready for digital transformation? The effect of organisational readiness, innovation, airport size and ownership on digital change at airports

“…For instance, Brida et al (2016) show how airport information systems affect passenger perceptions of service quality at airport functional areas, while Eschen et al (2018) examine use cases for augmented and virtual reality in airport inspection and maintenance processes. Several studies investigate the impact of self-service technologies at airports ( Bogicevic et al, 2017 ; Castillo-Manzano and López-Valpuesta, 2013 ; Gures et al, 2018 ; Lee et al, 2014 ; Wittmer, 2011 ), while the use of airport digital channels such as websites, social media and mobile applications is extensively covered ( Florido-Benítez, 2016 ; Florido-Benítez et al, 2016 ; Halpern, 2012 ; Halpern and Regmi, 2013 ; Inversini, 2017 ; Martin-Domingo and Martín, 2016 ; Straker and Wrigley, 2018 ; Wattanacharoensil and Schuckert, 2015 ).…”

“…The extent to which airports address organisational challenges associated with transforming their business is therefore expected go some way to determining digital change ( Halpern et al, 2021 ). Despite this, organisational challenges associated with digital change have been overlooked in transportation literature where instead, the focus tends to be on technologies, for instance in terms of the use of them at airports or use cases for the future ( Adey, 2004 ; Bouma et al, 2016 ; Chiti et al, 2018 ; del Rio, 2016 ; Eschen et al, 2018 ; Haas, 2004 ; Halpern and Regmi, 2013 ; Lee et al, 2014 ; Martin-Domingo and Martín, 2016 ; Straker and Wrigley, 2018 ; Wattanacharoensil and Schuckert, 2015 ); issues associated with passenger acceptance of them ( Gures et al, 2018 ; Morosan, 2016 ; Negri et al, 2019 ; Wittmer, 2011 ); or their impact on passenger behaviour ( Castillo-Manzano and López-Valpuesta, 2013 ), airport service quality ( Brida et al, 2016 ; Chen et al, 2015 ; Pitt et al, 2002 ) or airport capacity ( Kalakou et al, 2015 ). Knowledge of the organisational challenges remains largely anecdotal – described in the reports of industry associations or consulting firms advising airports how to prepare for digital transformation ( ACI, 2017 ; Boutin et al, 2016 ; Pell and Blondel, 2018 ).…”