业务
服务(商务)
营销
航空旅行
样品(材料)
客户需求
服务提供商
补偿(心理学)
轮椅
政府(语言学)
航空
广告
心理学
工程类
计算机科学
语言学
化学
航空航天工程
哲学
精神分析
万维网
色谱法
作者
Yu-Chun Chang,Ching‐Fu Chen
标识
DOI:10.1016/j.tourman.2011.06.002
摘要
With the number of impaired air passengers having increased globally, air service providers may have the potential to create a lucrative niche market. However, it is less clear what the service needs of these passengers are as well as providing facilities and services. This paper aims to explore the service needs of impaired air passengers and to identify factors affecting the facilities and services. The results of data from a sample of 180 respondents from among airline, airport and government staff are presented in this research. These results show that the top three items which travellers complained about in relation to airlines are the lack of provision of a user-friendly on-board restroom, wheelchair services and the distance between cabin seats and restroom on board. The results also show that female staff are more likely to be willing to help impaired passengers than male staff. In considering the factors comprising perceived needs, two factors, i.e. “Compensation and improvement schemes” and “Not suitable for taking a flight” appear to have significant effects. The managerial implications are also discussed.
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