Peer-Reviewed Journal Details
Mandatory Fields
Torres, AM,Barry, C,Hogan, M
2009
November
Journal Of Air Transport Management
Opaque Web Practices Among Low-cost Carriers
Published
()
Optional Fields
Low-cost carriers Usability Information systems On-line trust Marketing Consumer protection Regulation AIRLINE INDUSTRY PROFITABILITY CONSUMERS AVIATION ONLINE MODEL
15
299
307
The low-cost airlines' adoption of Web technologies to facilitate direct sales has accelerated their market penetration. However, some low-cost carriers are increasingly using Websites to create distance between themselves and their consumers in specific areas of their operations, while simultaneously developing excellence in sales transaction completion via self-service. The 'opaque' practices many low-cost carriers employ appear to be intentional design features and are contrary to the ethos of designing a 'good system' to facilitate the full spectrum of customer service. As a result, the low-cost sector has come under increased scrutiny for engaging in unfair practices and violating consumer protection law. (C) 2009 Elsevier Ltd. All rights reserved.
DOI 10.1016/j.jairtraman.2009.02.003
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