The Effects of Unruly Passenger Behavior on SNS Sharing Intentions: Focusing on Foreign Passengers
Year: 2024
Type: article
Study design: Observational Study
Abstract: The purpose of this study is to investigate the impact of negative emotions on the intention to share negative experiences caused by unruly passengers on flights. 163 questionnaires were collected and an SEM model was used to measure the relationship between passengers’ negative emotions and sharing intentions. We empirically analyzed the impact of unruly passenger behavior on social media sharing intention through negative emotions, airline trust, and satisfaction with service recovery. Theoretically, we established a clear causal relationship between these variables. The results of this study shed light on the importance of developing a sustainable service strategy for passengers by analyzing the impact of negative emotions and sharing intentions. Based on our findings, we recognized that airlines should respond to disruptive behavior while understanding the negative emotional feelings of surrounding passengers. Therefore, this study strongly recommends that airlines should respond appropriately to in-flight disruptive behavior and ensure that passengers’ negative emotions do not damage the overall reputation and image of the airline.
Authors: Ri-Hyun Shin, Kee-Woong Kim
Institution: Korea Aerospace University
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4400511166