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
WOS: 6 ()
Optional Fields
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.
0969-6997
10.1016/j.jairtraman.2009.02.003
Grant Details
Publication Themes