Airport Self-Service Technologies, Passenger Self-Concept, and Behavior: An Attributional View
Airport Self-Service Technologies, Passenger Self-Concept, and Behavior: An Attributional View
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Date
2021-03-12
Authors
Antwi, Collins Opoku
Ren, Jun
Owusu-Ansah, Wilberforce
Mensah, Henry Kofi
Aboagye, Michael Osei
Journal Title
Journal ISSN
Volume Title
Publisher
Sustainability
Abstract
Airports are rapidly deploying self-service technologies (SSTs) as a strategy to improve
passenger experience by eliminating operational inefficiencies. This places some responsibility on
the passengers to shape their experience. As service coproducers, passengers’ self-concepts and
attributional tendencies are deemed instrumental in their consumption processes. Accordingly,
drawing on the tenets of attribution theory, this study explores the interaction effects of passenger
self-concept (am I competent at this?) and causal inference (who is responsible for SSTs’ performance?)
on SST performance and satisfaction with airport SST link. Additionally, the probable spillover effect
of passenger satisfaction with SST performance on satisfaction with airport and on electronic word-of-
mouth (eWOM) is examined. The sample for the study consisted of 547 passengers departing from an
airport in Shanghai, China. Structural equation modeling was utilized to test the study’s theoretical
model. The findings indicate that airport SSTs’ performance influences passenger satisfaction with
airport SSTs. The multiplicative effect of passenger self-concept (am I competent at this?) in the
moderating role of passenger causal inference (who is responsible for SSTs’ performance?) in SST
performance and satisfaction with SST link is demonstrated. Furthermore, the spillover effect of
satisfaction with SST performance on satisfaction with airport and on electronic word-of-mouth
(eWOM) is illustrated. Given the current need for contactlessness, the findings proffer critical
managerial and research insights.
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Citation
Antwi, C. O., Ren, J., Owusu-Ansah, W., Mensah, H. K., & Aboagye, M. O. (2021). Airport self-service technologies, passenger self-concept, and behavior: An attributional view. Sustainability, 13(6), 3134.