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This study aims to analyze low-cost-carrier (LCC) passengers’ comments about their flight experience on Asian LCCs.

A netnography approach was used to review and content analyzed 230 LCC passengers’ negative feedback on the TripAdvisor website.

LCC service failures generated 17 different negative emotions; among them, shock, disappointment and surprise were the most frequent emotions felt by passengers.

Maintaining a high level of customer service and ensuring easy access to information reduces LCC passenger’s negative emotions and meets LCC passengers’ service expectations and satisfaction. This study provides guidelines for the LCCs management who want to implement a netnography technique as a marketing research strategy.

A better understanding of this concept will help the LCCs industry to build a robust business model than competitors, maintain their competitive advantages in the global market and develop effective marketing strategies to attract more passengers.

本文旨在分析低价航空公司乘客对他们在亚洲低价航空飞行体验的评价。

本研究使用网络志方法审查和内容分析了230名低价航空乘客在TripAdvisor网站上的负面评价。

低价航空公司的服务失误共产生了17种不同的负面情况。其中, 震惊、失望、惊讶为乘客最常感受到的情绪。

保持高水平的客户服务并确保其轻松获取有效信息可以减少低价航空公司乘客的负面情绪, 提高他们的服务期望和满意度。本研究为拟实施网络志技术作为营销研究策略的低价航空公司管理人员提供了指导意见。

更好地理解这一概念将有助于低价航空行业建立起比竞争对手更稳健的商业模式, 保持其在全球市场的竞争优势, 并制定有效的营销策略以吸引更多乘客。

Sevicio de aerolineas: problemas con provedores de bajo costo y experiencias emocionales de pasajerosResumen

Este estudio analizó los comentarios sobre la experiencia de vuelo de los pasajeros de las aerolíneas de bajo costo (LCCs, por sus siglas en inglés) de Asia.

Se utilizó un enfoque de netnografía para revisar y analizar el contenido de los comentarios negativos de 230 pasajeros de LCCs en el sitio web de TripAdvisor.

Las fallas en el servicio de las LCCs generaron 17 emociones negativas diferentes; entre ellas, conmoción, decepción y sorpresa fueron las emociones más frecuentes que sintieron los pasajeros.

Mantener un alto nivel de servicio al cliente y garantizar un acceso fácil a la información reduce las emociones negativas de los pasajeros de las LCCs y cumple con sus expectativas de servicio y satisfacción. Este estudio proporciona pautas para los gerentes de las LCCs que desean implementar una técnica de netnografía como estrategia de investigación de mercados.

Entender mejor este concepto ayudará a la industria de las LCCs a construir un modelo comercial más sólido que el de sus competidores, mantener sus ventajas competitivas en el mercado global y desarrollar estrategias de mercadotecnia efectivas para atraer a más pasajeros.

Aerolíneas de bajo costo (LCC), emociones negativas, falla en el servicio, destino turístico

This study aims to investigate the secondhand clothes (SHC) donating behavior phenomenon using the cognitive-affective-conative model and examines the moderating role of COVID-19 knowledge on the relationship between the desire to donate and actual SHC donating behavior.

A total of 160 questionnaires were distributed to potential participants who donated their clothes to thrift shops during the COVID-19 pandemic in the USA.

A total of 145 useable surveys were collected for analysis. The study found that the desire to donate SHC plays an essential role in enhancing actual SHC donating behavior. In addition, the study found that perceived responsibility and altruistic fear positively influence the desire to donate SHC. In contrast, individuals’ COVID-19 knowledge does not moderate the relationship between the desire to donate SHC and actual SHC donating behavior.

A limited empirical study uses the cognitive–affective–conative approach to SHC donating behavior. The findings of this study enhance the body of SHC’s theoretical knowledge and enhance individuals’ participation in donation programs in support of their community and humanitarian programs.

This study aimed to investigate the lesbian, gay, bisexual, transgender and queer (LGBTQ) hotel selection criteria.

A thematic analysis was performed to explore 104 LGBTQ traveler comments based on TripAdvisor's top five LGBTQ hotels in Thailand.

The results indicated that tangible and intangible hotel attributes influence the LGBTQ community's hotel selection.

The results emphasize the need for hoteliers to understand the diversity of the LGBTQ community's hotel selection criteria and adjust or adopt different marketing strategies to engage and attract LGBTQ travelers.

This study contributes to the tourism literature by showing the importance of recognizing the LGBTQ community's hotel selection criteria and providing recommendations to improve product quality and services of hotels.

This study aims to extend the study of COVID-19 effects by identifying different consumer behaviors beyond panic buying during the pandemic.

A systematic review was based on Herjanto et al.’s (2020a) thematic analysis and Paul et al.’s (2021) 5W1H framework, and the authors analyzed 52 related papers.

The result findings indicated that during the COVID-19 pandemic, consumers fell into five different consumer behavior categories: health-related behaviors, consumption behaviors, ethical behaviors, behavioral intentions, and other related behaviors, and social connectedness behaviors. Findings show that consumer behaviors were increasingly complex and dynamic during the pandemic.

This systematic review will provide significant contributions to academia by offering general and technical insights and to practitioners by presenting guidelines on dealing with such different behaviors.

Deodorant, as a hygienic product, becomes a daily necessity product and has significant benefits to its users. Yet, the real motivation for consuming deodorant is not fully understood, and therefore, this study aims to join the extant literature in this context by investigating the effect of personal values.

A qualitative study using the laddering approach (means-end analytic) was used and 50 college students participated in this study.

The hierarchical value maps show that achievement, power, security and benevolent personal values are responsible for millennials deodorant consumption behavior. Fragrance, price and antiperspirant are the most important attributes that appeal to such consumption.

The findings also suggested that three different situational factors generated these different personal values. It includes a pre-career environment, puberty and maintaining self-stability. The strongest attributes that appeal to millennials are fragrance, price, antiperspirant, brand, long-lasting quality and packaging.

This study offers the means-end approach to the framework of millennials deodorant consumption behavior and which can be implemented to investigate millennials consumption decision-making processes.

This study investigates the role of knowledge collecting and donating in enhancing relationship proneness and intimacy and improving a bank's salesperson satisfaction and performance.

Using the snowball technique, 315 online questionnaires were collected from commercial banks. A total of 300 useable questionnaires were included for further analysis.

The findings demonstrated that knowledge collecting affects relationship proneness and salesperson performance, while knowledge donating affects relationship proneness but not satisfaction. The results also suggested that relationship proneness is responsible for salesperson intimacy. Furthermore, intimacy was found to affect salesperson performance and satisfaction. Finally, salesperson satisfaction was found to affect salesperson performance positively.

The findings help bankers understand and utilize the power of their knowledge management in improving their sales performance and developing suitable training and strategies to strengthen salesperson intimacy.

This study incorporated knowledge management, relationship proneness and intimacy to enhance a better understanding of how these indicators will affect the salesperson's satisfaction and performance.

This study aims to offer a holistic halal cosmetic consumption framework by describing the current knowledge about halal cosmetics and presenting new directions for future research.

The theory, method and context–attributes, decision and outcome systematic review framework was used in this study. This study addresses the halal cosmetics literature published in the Scopus database: nonpredatory journals between 2010 and 2021.

This study found seven antecedent categories that affect four halal cosmetics consumption decisions. Those decisions led to three outcomes. In addition, behavioral theories were identified as the most frequent theory used to explain this phenomenon in personal and business settings.

To the best of the authors’ knowledge, this is the first systematic review of halal cosmetics consumption. This study explores the relevant theories, contexts, methods, antecedents and consumer decisions. Therefore, this study offers important insights into this phenomenon.

The objective of this study is to investigate the effect of service excellence and guest delight on guest affective commitment to luxury restaurants, more specifically, the mediating effect of guest delight in the relationship between service excellence and guest affective commitment.

Data were collected from 270 guests with a response rate of 67.5%. SmartPLS software was used for data analysis.

The findings indicate that service excellence and guest delight had increased guest affective commitment to the luxury restaurant. It has been determined that guest delight acts as a mediator between service excellence and guest affective commitment.

Providing a high level of service excellence and delighting, thereby encouraging luxury guests to have a high level of commitment to the restaurant. Therefore, luxury guests' expectations must be exceeded to obtain their commitment to the restaurant.

This research study provides a substantial contribution to the hospitality literature by providing a significant concept of guest delight that can offer the opportunity to establish a new understanding of guest affective commitment in the luxury restaurant context.

Based on the learning and attitudinal theories, this study aims to investigate the direct effect of two type of experiences, attitude and the indirect impact of fashion innovativeness, materialism and financial pressure on Generation Z’s secondhand clothing (SHC) purchase intention.

A total of 180 usable surveys were gathered from Generation Z participants and analyzed by a partial least-square-structural equation model.

The results show that attitude (SHC hygiene vs SHC fashion style) and past experiences (daily use occasion vs particular use occasion) directly affect SHC purchase intention. Furthermore, materialism, financial pressure and innovativeness drive attitudes toward SHC fashion style.

This study extends the current SHC literature by integrating two dimensions of experience (daily use occasion vs particular use occasion) and attitude (attitude toward SHC hygiene vs attitude toward SHC style).

This paper aims to examine the effect of leader–member exchange (LMX) and work–family enrichment (WFE) on anxiety and depression, social functioning and loss of confidence as three dimensions of mental health. Furthermore, the paper aims to investigate telework and information and communication technology-based mobile work (TICTM) as a moderator of the effects of LMX and WFE on mental health.

Data were collected from 214 Bangladeshi employees in the public and private sectors via an online survey. The partial least squares structural equation modeling (PLS-SEM) and multi-group analysis were performed to gauge the abovementioned linkages.

The findings reveal that LMX fosters employees' social functioning while it mitigates their losing confidence. The findings further indicate that WFE enhances social functioning while alleviating anxiety and depression. However, TICTM did not act as a moderator of the effects of LMX and WFE on three dimensions of mental health.

Despite a plethora of empirical studies on LMX and WFE, no empirical studies have examined the effect on employee mental health as well as TICTM as a moderator in these linkages in the extant service literature so far. This paper set out to fill in these voids.