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Export Reference (APA) 
Brochado, A., Rita, P., Oliveira, C. & Oliveira, F. (2019). Airline passengers’ perceptions of service quality: Themes in online reviews. International Journal of Contemporary Hospitality Management. 31 (2), 855-873
Export Reference (IEEE) 
A. M. Brochado et al.,  "Airline passengers’ perceptions of service quality: Themes in online reviews", in Int. Journal of Contemporary Hospitality Management, vol. 31, no. 2, pp. 855-873, 2019
Export BibTeX 
@article{brochado2019_1773404701192,
	author = "Brochado, A. and Rita, P. and Oliveira, C. and Oliveira, F.",
	title = "Airline passengers’ perceptions of service quality: Themes in online reviews",
	journal = "International Journal of Contemporary Hospitality Management",
	year = "2019",
	volume = "31",
	number = "2",
	doi = "10.1108/IJCHM-09-2017-0572",
	pages = "855-873",
	url = "https://www.emerald.com/insight/publication/issn/0959-6119"
}
Export RIS 
TY  - JOUR
TI  - Airline passengers’ perceptions of service quality: Themes in online reviews
T2  - International Journal of Contemporary Hospitality Management
VL  - 31
IS  - 2
AU  - Brochado, A.
AU  - Rita, P.
AU  - Oliveira, C.
AU  - Oliveira, F.
PY  - 2019
SP  - 855-873
SN  - 0959-6119
DO  - 10.1108/IJCHM-09-2017-0572
UR  - https://www.emerald.com/insight/publication/issn/0959-6119
AB  - Purpose This paper aims to identify the main themes shared in online reviews by airline travellers, as well as which of these themes were linked with higher and lower value for money ratings. Design/methodology/approach The research used mixed content analyses (i.e. quantitative and qualitative) to examine 1,200 reviews of six airline companies shared by airline travellers in a social media platform. Findings The analyses revealed nine themes in descriptions of airline travel experiences. These are the core services during "flights", "airport" operations, crew and ground "staff", ticket "classes", "seats", inflight "services", "entertainment", overall experiences of "airlines" and post-purchase recommendations of with which companies to "fly". Low value for money ratings are linked with the "airport" and "flights" themes. Originality/value The results offer useful insights into airline travellers' overall experiences based on social media information and facilitate the identification of the main themes linked with different value for money ratings.
ER  -