COVID-19: transforming air passengers’ behaviour and reshaping their expectations towards the airline industry

نویسندگان

چکیده

The COVID-19 crisis has hindered travelling and transformed air passengers’ expectations, which profoundly impacted airlines, affecting tourism-related activities. Therefore, it is essential to determine the passenger's perception regarding airline services that create positive negative opinions. Accordingly, this research note (RN) assesses engagement with service providers (ASP) on Twitter. This RN turns social capital theory as a theoretical base evaluate how passengers engage ASP depict their expectations authors conducted two analyses. First, python was applied for tweet mining sentiment analysis (SA) identify polarity in five ASP. depicted sentiments of towards Second, qualitative carried themes shape before after outbreak they appears be pioneer presenting thematic model industry compares Twitter COVID-19.

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ژورنال

عنوان ژورنال: Tourism recreation research

سال: 2021

ISSN: ['2320-0308', '0250-8281']

DOI: https://doi.org/10.1080/02508281.2021.2008211