Do we feel safer today? The impact of smiling customer service on airline safety perception post 9–11

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• 作者：Joyce A. Hunter ; Jason R. Lambert
• 刊名：Journal of Transportation Security
• 出版年：2016
• 出版时间：June 2016
• 年：2016
• 卷：9
• 期：1-2
• 页码：35-56
• 全文大小：683 KB
• 刊物主题：Production/Logistics/Supply Chain; Economic Policy; Innovation/Technology Management; R & D/Technology Policy; Law of the Sea, Air and Outer Space;
• 出版者：Springer US
• ISSN：1938-775X
• 卷排序：9

文摘

The 9–11 attacks in 2001 were the most notorious airline safety breaches to ever occur in airline history. This attack stunned America’s airline industry and government, causing both to realize how ill equipped they were to deal with the terrorist attacks that impacted New York and Washington, D.C. This tragedy triggered psychological, social, economic, and political implications that propelled various reform strategies. Responding swiftly to the 9–11 tragedy, the government created the Transportation Security Administration (TSA), which implemented more invasive security procedures. As a result, some travelers are less attracted to flight travel. This paper explores whether safety procedures actually make individuals feel safer. Furthermore, smiling customer service ameliorates the negative attitude that some have towards airline safety. Responses from more than 100 travelers reveal their opinions on current safety in the skies. Results indicate that smiling customer service mitigates safety perceptions about airline travel for research participants, and younger travelers feel safer than older travelers.KeywordsSmiling customer serviceairline passenger safetyairline passenger securityaviation securitypassenger safety and securing