Search Results (20)

Aviation maintenance is a high-risk work environment in which worker safety and operational safety must be managed simultaneously. This study develops and validates a dual-domain safety culture framework for aviation maintenance technicians (AMTs) employed by U.S. Part 121 airlines. The framework distinguishes between two complementary dimensions of safety culture: Maintenance Occupational Safety Culture (MOSC), which emphasizes AMTs’ physical safety and protection from workplace hazards, and Maintenance-Based Aviation Safety Culture (MASC), which focuses on organizational practices that prevent maintenance errors and support overall aviation safety. A quantitative survey of AMTs (n = 240) was administered, and data were analyzed using exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and structural equation modeling (SEM). The measurement model demonstrated acceptable fit indices and reliability. SEM findings indicate that trust has a significant positive effect on both MOSC and MASC, whereas fear exerts a negative effect, though statistically non-significant. These results highlight the central role of trust in strengthening safety culture in aviation maintenance, while suggesting that fear may only marginally undermine safety-related perceptions. The validated framework further emphasizes the importance of psychological safety in enhancing both AMT well-being and operational safety. Overall, this research advances understanding of safety culture in aviation maintenance by treating occupational and aviation safety as distinct yet interrelated domains, offering practical guidance for industry leaders, safety managers, and regulators seeking to improve safety outcomes by cultivating trust. Full article

This study investigates the psychological mechanisms underlying tourists’ carbon offset behavior in air travel by distinguishing between offset choice (OC) and offset spending (OS). Grounded in the Value–Belief–Norm (VBN) framework, the model integrates Environmental Value and Literacy (EVL), Green Identity and Social Motives (GISM), Trust and Risk Perception (TRP), Personal Norm Activation (PNA), and Perceived Effectiveness (PEF). Data were collected onsite from 500 international and domestic tourists at Suvarnabhumi International Airport, Thailand, between June and July 2025, and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that EVL and GISM significantly enhance both PNA and PEF, which in turn exert strong positive effects on OC and OS. PNA emerges as the strongest predictor of both participation and financial commitment, highlighting the central role of moral obligation in motivating carbon offset behavior. While TRP significantly strengthens personal moral norms, its direct effect on Perceived Effectiveness is not significant, suggesting that trust primarily operates through ethical pathways rather than cognitive evaluations of program effectiveness. By distinguishing between participation decisions and spending behavior, this study extends VBN theory to the context of carbon offsets in aviation and demonstrates the mediating roles of moral norms and Perceived Effectiveness in translating environmental values and social identity into compensatory climate action. The findings offer practical implications for airlines and policymakers, emphasizing the importance of moral framing, transparency, and social identity engagement to promote voluntary carbon offset adoption in emerging carbon markets. Full article

This study critically examines the technological feasibility, regulatory challenges, and societal acceptance of Pilotless Passenger Aircraft (PPAs) in commercial aviation. A mixed-methods design integrated quantitative passenger surveys (n = 312) and qualitative pilot interviews (n = 15), analyzed using SPSS and NVivo to capture both statistical and thematic perspectives. Results show moderate public awareness (58%) but limited willingness to fly (23%), driven by safety (72%), cybersecurity (64%), and human judgement (60%) concerns. Among pilots, 93% agreed automation improves safety, yet 80% opposed removing human pilots entirely, underscoring reliance on human adaptability in emergencies. Both groups identified regulatory assurance, demonstrable reliability, and human oversight as prerequisites for acceptance. Technologically, this paper synthesizes advances in AI-driven flight management, multi-sensor navigation, and high-integrity control systems, including Airbus’s ATTOL and NASA’s ICAROUS, demonstrating that pilotless flight is technically viable but has yet to achieve the airline-grade reliability target of 10⁻⁹ failures per flight hour. Regulatory analysis of FAA, EASA, and ICAO frameworks reveals maturing but fragmented approaches to certifying learning-enabled systems. Ethical and economic evaluations indicate unresolved accountability, job displacement, and liability issues, with potential 10–15% operational cost savings offset by certification, cybersecurity, and infrastructure expenditures. Integrated findings confirm that PPAs represent a socio-technical challenge rather than a purely engineering problem. This study recommends a phased implementation roadmap: (1) initial deployment in cargo and low-risk missions to accumulate safety data; (2) hybrid human–AI flight models combining automation with continuous human supervision; and (3) harmonized international certification standards enabling eventual passenger operations. Policy implications emphasize explainable-AI integration, workforce reskilling, and transparent public engagement to bridge the trust gap. This study concludes that pilotless aviation will not eliminate the human element but redefine it, achieving autonomy through partnership between human judgement and machine precision to sustain aviation’s uncompromising safety culture. Full article

This study examines the structural relationships among rapport, trust, psychological capital (PsyCap), and organizational citizenship behavior (OCB) in the emotionally demanding work context of airline cabin crews. Grounded in the job demands–resources (JD-R) model and social exchange theory (SET), we propose and test a sequential mediation model in which rapport is positively associated with trust, trust is positively associated with PsyCap, and PsyCap is positively associated with OCB. Based on survey data from 248 South Korean flight attendants, structural equation modeling (SEM) demonstrates that rapport is indirectly associated with OCB through the sequential mediation of trust and PsyCap, rather than displaying a significant direct association. The findings indicate that rapport functions not merely as an immediate behavioral driver but as a relational asset that is linked to the psychological capacities essential for sustainable organizational behavior. This study contributes to the theory by integrating JD-R and SET perspectives to explain how relational and psychological resources are jointly related to OCB. While the primary focus was on mediation, future research should test potential moderation effects, such as how job demands or emotional labor may shape the strength of these pathways—aligning with the JD-R model’s interactive assumptions. Practically, the results suggest that airline organizations and other service industries can promote sustainable human resource management by cultivating trust-based relational capital and strengthening employees’ PsyCap through targeted training, mentoring, and supportive leadership practices. These insights extend beyond aviation to other service sectors characterized by high emotional labor demands, offering a pathway to strengthen human resource sustainability and organizational social sustainability. Full article

The aviation sector faces increasing pressure to address climate change as its contribution to global CO₂ emissions continues to rise. This study investigates how passengers’ awareness of environmental issues and perceptions of sustainable airline practices affect their Green Air Travel Behavior (GTB). Drawing upon the Theory of Planned Behavior (TPB) and extending it with constructs such as Environmental Awareness (EA), Perceived Service Quality (PSQ), and Green Trust (GT), the research examines their impact on GTB. Using a quantitative design, data were collected from 300 airline passengers and analyzed with Structural Equation Modeling (SEM). Results reveal that EA strongly influences PSQ, GT, Attitude (ATT), and Intention (ITN), highlighting its role as a key antecedent. PSQ significantly enhances GT, while both GT and ATT directly predict GTB. However, the effect of ITN on GTB was not significant, indicating an intention–behavior gap. The findings underscore the importance of awareness, trust, and service quality in promoting sustainable air travel, while also pointing to barriers that hinder intentions from becoming actions. Theoretically, the study extends TPB within green aviation, and practically, it provides guidance for airlines and policymakers seeking to advance SDG 13: Climate Action through sustainable air travel strategies. Full article

This research tackles an essential gap in understanding how passengers prefer to interact with artificial intelligence (AI) or human agents in airline customer service contexts. Using a mixed-methods approach that combines statistical analysis with fuzzy set theory, we examine these preferences across a range of service scenarios. With data from 163 participants’ Likert scale responses, our qualitative analysis via fuzzy set methods complements the quantitative results from regression analyses, highlighting a preference model contingent on context: passengers prefer AI for straightforward, routine transactions but lean towards human agents for nuanced, emotionally complex issues. Our regression findings indicate that perceived benefits and simplicity of tasks significantly boost satisfaction and trust in AI services. Through fuzzy set analysis, we uncover a gradient of preference rather than a stark dichotomy between AI and human interaction. This insight enables airlines to strategically implement AI for handling routine tasks while employing human agents for more complex interactions, potentially improving passenger retention and service cost-efficiency. This research not only enriches the theoretical discourse on human–computer interaction in service delivery but also guides practical implementation with implications for AI-driven services across industries focused on customer experience. Full article

This study explores the impact of artificial intelligence (AI) on customer perceptions and behavior in restaurants, airline companies, and hotel sectors within the hospitality industry of Iran. The primary objective is to analyze how AI affects customer trust, brand engagement, electronic word-of-mouth (eWOM), and tourists’ readiness to use AI technologies. Using a comparative analysis approach and surveys, this research tests hypotheses about the effects of artificial intelligence on various dimensions of customer interaction. The findings highlight significant relationships between the quality of artificial intelligence and customer engagement metrics, such as trust and brand loyalty, which are crucial for understanding and predicting customer behavior in response to technological advancements. This study lays the groundwork for theoretical assumptions about sustainability in these sectors in developing countries, providing a basis for future empirical research that could validate these assumptions and explore broader implications of AI integration in enhancing sustainable practices within the hospitality industry. Full article

The aim of this research is to examine the impact of bystander appraisal components, specifically congruence and relevance, on the intention to share negative experiences resulting from disruptive passengers on a flight. The investigation focuses on the mediating factors of negative emotions, satisfaction with service recovery, and trust in the airline. Employing a scenario-based approach, the detailed perceptions of passengers who may not have directly encountered disruptive behavior were explored. A total of 368 questionnaires were collected, and a structural equation model (SEM) was utilized to assess the relationship between bystanders’ appraisal and their intention to share. The results revealed that relevance positively correlated with negative emotions, and congruence significantly affected negative emotions. Moreover, negative emotions had a negative impact on both satisfaction with service recovery (SSR) and airline trust. Both SSR and airline trust, influenced by negative emotions, were found to negatively affect the intention to share. The results will help inform strategies to manage and mitigate in-flight disturbances, so that a high-quality cabin service can be maintained and the overall airline reputation does not suffer. Full article

This study examines how implementing ESG (environment, social, and governance) principles at Incheon International Airport affects business performance. ESG practices significantly shape strategic management within the airport industry, particularly at Incheon International Airport in Korea. The primary objective is to explore how the ESG components contribute to airport sustainability and business performance through intermediary factors. Prior analyses in the airline and tourism sectors have extensively studied the impact of CSR and ESG adoption on business performance. With increasing numbers of ongoing research on ESG in airports, this study seeks to investigate the mid-to-long-term influence of ESG on business performance, specifically at Incheon International Airport. A comprehensive survey involving 323 airport users at Incheon International Airport was rigorously analyzed using a structural equation model (SEM). The findings revealed a robust positive correlation between ESG activities and business performance. This implies that ESG initiatives can foster trust, improve public perception, underscore sustainability, and notably impact South Korea’s airport industry. Moreover, this research aims to establish fundamental insights by emphasizing the pivotal role of ESG activities in enhancing airports’ reputation in Korea and contributing positively to sustainable development. Full article

Taking COVID-19 as an example, we know that a pandemic can have a huge impact on normal human life and the economy. Meanwhile, the population flow between countries and regions is the main factor affecting the changes in a pandemic, which is determined by the airline network. Therefore, realizing the overall control of airports is an effective way to control a pandemic. However, this is restricted by the differences in prevention and control policies in different areas and privacy issues, such as how a patient’s personal data from a medical center cannot be effectively combined with their passenger personal data. This prevents more precise airport control decisions from being made. To address this, this paper designed a novel data-sharing framework (i.e., PPChain) based on blockchain and federated learning. The experiment uses a CPU i7-12800HX and uses Docker to simulate multiple virtual nodes. The model is deployed to run on an NVIDIA GeForce GTX 3090Ti GPU. The experiment shows that the relationship between a pandemic and aircraft transport can be effectively explored by PPChain without sharing raw data. This approach does not require centralized trust and improves the security of the sharing process. The scheme can help formulate more scientific and rational prevention and control policies for the control of airports. Additionally, it can use aerial data to predict pandemics more accurately. Full article

Airlines’ major adoption of digital technology during the COVID-19 crisis may have changed how customers experience the services and may affect passengers’ perceptions compared to the past. However, there is a lack of studies systematically examining the adoption of new technology in the airline industry from a passenger satisfaction-centric perspective. This study investigates passengers’ perceptions and satisfaction with digital technology adoption by airlines during the COVID-19 pandemic. An online questionnaire survey was conducted to examine Chinese passengers’ perceptions and satisfaction with 11 digital technology-based services offered by airlines. A total of 365 valid responses were analyzed using ANOVA tests and stepwise multiple linear regression analysis. The analysis indicates that most passengers have a positive attitude towards airlines’ new technology adoption. In the final selected regression model, six technologies offered by the airlines are statistically significant and have impacted passenger satisfaction. They are artificial intelligence (AI) customer service, e-luggage tag, cleaning robot, ultraviolet light and antimicrobial cabin cleaning, an app-controlled in-flight entertainment system, and e-library. The facial recognition service, digital documentation and AI Customer service are the least favorable among the 11 technologies offered by the airlines. There is an opportunity for airlines to improve these services further to gain the trust of the passengers. Full article

Corporate social responsibility (CSR) has become a significant factor in determining business sustainability. This trend is particularly evident in the airline industry, as airlines endeavor to navigate highly competitive market circumstances. CSR activities constitute a significant duty as one of the survival strategies and to sustain their business based on the customer loyalty in the airline industry in Korea. The purpose of this research was to explore the influence of CSR on airline loyalty through meaningful mediators within the airline industry in order to elicit important insights and provide relevant conclusions for airline experts to apply toward business sustainability. This study employed three factors—passenger satisfaction, airline brand, and airline trust—as key mediators between CSR and airline loyalty. An online survey was carried out through private SNS channels targeting airline service users, and 312 completed surveys were collected. A confirmatory factor analysis (CFA) and structural equation modeling (SEM) enabled the study to determine that CSR activities among airlines significantly impact passenger satisfaction, airline brand, and airline trust. Moreover, passenger satisfaction and airline trust have a notable influence on airline loyalty. Limitations and implications for both academia and management are also presented based on the results of this research. Full article

This research aims to explore the effects that In-flight Safety Information Characteristics of airlines have on attitude, customer satisfaction, customer trust, and safety behavioral intentions. A total of 477 passengers with air travel experience were surveyed and responses were analyzed using a structural equation model. Among four in-flight safety information characteristics, reliability, informative, utility turned out to have positive effects on attitude, interactivity are not significant antecedents of attitude. In turn, Attitude had a positive effect on customer satisfaction, customer trust, and safety behavioral intentions. It is believed that this research can serve as a starting point for future studies on the diverse servicescapes of airport facilities. It is believed that this research can serve as an important basic data and strategy for securing passenger safety and efficient measures for airlines’ in-flight safety information operation. Full article

The aviation industry has grown rapidly worldwide and is struggling against intense competition. Especially in Thailand, the compound annual growth rate of passengers traveling by air has increased continuously over the past decade. Unfortunately, during the past two years, the ongoing COVID-19 pandemic has caused severe economic crises for nearly all businesses and industries, including the aviation industry and especially for passenger airlines whose number of customers has decreased astoundingly due to travel restriction. To maintain business stability, therefore, airlines must build customer loyalty to survive in times of crisis. This study thus examines critical factors’ impact on airline loyalty by using a Bayesian network (BN) derived from a structural equation modeling (SEM). The study integrates the SEM and BN to refine causal relationships between critical factors, identified as critical pathways. Findings reveal that customer satisfaction and customer trust, followed by perceived value, dramatically influence customer loyalty and so are considered priorities for building airlines’ customer loyalty. This study also recommends practical strategies and policies to improve customer loyalty amid the competitive airline business during and after the COVID-19 era. Full article

Brands are facing significant pressures in globalized markets so as to communicate a consistent corporate identity to their customers. Accordingly, the established past of a brand should be considered a key resource by giving the organization a competitive advantage in the marketplace. This paper examines the relationship between brand heritage and consumers’ purchase intentions of airline services and investigates the mediating roles of trust and loyalty. We conceptualize that brand heritage will have a positive effect on consumers’ purchase intentions of airline services. Moreover, using the Commitment-Trust Theory (Morgan and Hunt, 1994), we hypothesize that brand trust and brand loyalty will mediate the relationship between brand heritage and purchase intentions. Data for the study (n = 567) is collected through personal interviews of airline passengers traveling from 10 different major airports in Turkey. Results reveal that brand heritage has a significant positive direct effect on purchase intensions; however, when the brand trust and brand loyalty constructs are introduced into the model, the direct effect becomes statistically insignificant, demonstrating full mediation roles of brand trust and brand loyalty on purchase intentions. Research and practical implications are discussed. Full article