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Applying servant leadership theory, this study aims to investigate whether servant leadership predicts service excellence of bank employees through mediating role of psychological capital (PsyCap). It also tests buffering role of conscientiousness in boosting service excellence.

The study uses data collected from 224 bank employees. SPSS and jamovi statistics were used for data analysis.

Study findings suggest a significant relationship between servant leadership, service excellence and PsyCap. PsyCap emerged as a mediator, and conscientiousness moderated the nexus between servant leadership and service excellence.

Findings highlight important implications for organisational practitioners. Because servant leadership leads to service excellence, practitioners should consider adopting servant leadership at every organizational level. Further, servant leaders could enhance followers’ PsyCap for creating service excellence. Organisations should use customized training programs and development interventions to enhance service excellence.

This study is one of the few studies to investigate the mediating role of PsyCap as a personal resource and buffering role of conscientiousness for service sector employees. Study generates new insights on employee experiences working in service sectors.

Tourism is integral to the United Nations’ Sustainable Development Goals (UN SDGs) and is closely linked to air transport. This paper aims to explore their relationship, emphasising impacts on accessibility, connectivity and collaborative efforts between airlines, destination management organisations and stakeholders. Improved air transport contributes to tourism-led growth, economic development, job creation and cultural exchange. However, environmental challenges prompt innovation with cleaner technologies and sustainable aviation fuels.

Opinion piece.

Linking aviation and tourism to the UN SDGs, the paper showcases contributions done to date to environmental, social and economic aspects. The paper suggests a focused strategy for aviation to align more closely with the UN SDGs. Actions such as exploring alternative fuels, prioritising energy-efficient aircraft, addressing local impacts and fostering global collaboration are crucial in addressing gender disparities for a more inclusive future.

This piece examines air transport developments from 1946 to 2020, revealing transformative periods marked by regulatory agreements, technological advancements and sustainability initiatives. The paper also addresses COVID-19 impacts, highlighting vulnerabilities, resilience and lessons for adaptability and sustainability.

旅游业是联合国可持续发展目标的组成部分, 与航空运输密切相关。本文探讨了它们之间的关系, 强调了对航空公司、目的地管理组织 (DMO) 和利益相关者之间的可达性、连通性和协作的影响。改善航空运输有助于旅游业主导的增长、经济发展、创造就业机会和文化交流。然而, 环境挑战促使清洁技术和可持续航空燃料的创新。

观点文章。

该文章将航空和旅游业与联合国可持续发展目标联系起来, 展示了迄今为止在环境、社会和经济方面所做的贡献。该文章提出了一项有针对性的航空战略, 从而更紧密地配合联合国可持续发展目标。探索替代燃料、优先考虑节能飞机、解决当地影响和促进全球合作等行动对于解决性别差异、创造更具包容性的未来至关重要。

本文探讨了 1946 年至 2020 年航空运输的发展, 揭示了以监管协议、技术进步和可持续发展举措为标志的变革时期。该文章还讨论了 COVID-19 的影响, 强调了脆弱性、复原力以及适应性和可持续性的经验教训。

El turismo forma parte integral de los ODS de la ONU y está estrechamente vinculado al transporte aéreo. Este documento explora su relación, haciendo hincapié en las repercusiones sobre la accesibilidad, la conectividad y los esfuerzos de colaboración entre las aerolíneas, las organizaciones de gestión de destinos (DMOs) y las partes interesadas. La mejora del transporte aéreo contribuye al crecimiento impulsado por el turismo, al desarrollo económico, a la creación de empleo y al intercambio cultural. Sin embargo, los retos medioambientales impulsan la innovación con tecnologías más limpias y combustibles de aviación sostenibles.

Artículo de opinión.

Al vincular la aviación y el turismo con los ODS de la ONU, el artículo muestra las contribuciones realizadas hasta la fecha a los aspectos medioambientales, sociales y económicos. El documento sugiere una estrategia centrada para que la aviación se alinee más estrechamente con los ODS de la ONU. Acciones como explorar combustibles alternativos, priorizar aeronaves energéticamente eficientes, abordar los impactos locales y fomentar la colaboración global son cruciales, así como abordar las disparidades de género para un futuro más inclusivo.

Este artículo examina la evolución del transporte aéreo desde 1946 hasta 2020, revelando periodos transformadores marcados por acuerdos normativos, avances tecnológicos e iniciativas de sostenibilidad. El artículo también aborda los impactos del COVID-19, destacando las vulnerabilidades, la resistencia y las lecciones para la adaptabilidad y la sostenibilidad.

Since conducting agile strategies provides sustainable passenger satisfaction and revenue by replacing applied policies with more profitable ones rapidly, the focus of this study is to evaluate agile attributes for managing low-cost carriers (LCCs) operations by means of resources and competences based on dynamic capabilities built on resource-based view (RBV) theory and to achieve sustainable competitive advantage in a volatile and dynamic air transport environment. LCCs in Turkey are also evaluated in this study since the competition among LCCs is high to gain market share and they can adapt quickly to all kinds of circumstances.

Two well-known Multi-Criteria Decision-Making Methods (MCDM) named as the Stepwise Weight Assessment Ratio Analysis (SWARA) and multi-attributive border approximation area comparison (MABAC) methods by employing Picture fuzzy sets (PiFS) are employed to determine weight of agile attributes and superiority of LCCs based on agile attributes in the market, respectively. To check the consistency and robustness of the results for the proposed approach, comparative and sensitivity analysis are performed at the end of the study.

While the ranking orders of agile attributes are Strategic Responsiveness (AG1), Financial Management (AG4), Quality (AG2), Digital integration (AG3) and Reliability (AG5), respectively, LCC2 is selected as the best agile airline company in Turkey with respect to agile attributes. SWARA and MABAC method based on PiFS is appropriate and effective method to evaluate agile attributes that has important reference value for the airline companies in aviation industry.

The findings of this study will support managers in the airline industry to conduct airline operations more flexibly and effectively to take sustainable competitive advantage in unexpected and dynamic environment.

To the author' best knowledge, this study is the first developed to identify the attributes necessary to increase agility in LCCs. Thus, as a systematic tool, a framework is developed for the implementation of agile attributes to achieve sustainable competitive advantage in the airline industry and presented a roadmap for airline managers to deal with crises and challenging situations by satisfying customer and increasing competitiveness.

The main objective of this paper is to examine the impact of COVID-19 on the tourism flows of eight Asia-Pacific Countries: Australia, Hong Kong, Malaysia, New Zealand, the Philippines, Singapore, Taiwan and Thailand.

Using monthly data from 2019M1 to 2021M10 and 48 origin and eight destination countries in a panel Poisson pseudo-maximum likelihood (PPML) estimation technique and gravity equation framework, this paper finds that after controlling for gravity determinants, COVID-19 periods have a 0.689% lower tourism inflow than in non-COVID-19 periods. The total observations in this paper are 12,138.

A 1% increase in COVID-19 transmission in the origin country leads to a 0.037% decline in tourism flow in the destination country, while the reduction is just 0.011% from the destination. On the mortality side, the corresponding decline in tourism flows from origin countries is 0.030%, whereas it is 0.038% from destination countries. A 1% increase in vaccine intensity in the destination country leads to a 0.10% improvement in tourism flows, whereas vaccinations at the source have no statistically significant effect. The results are also robust at a 1% level in a pooled OLS and random-effects specification for the same model.

The findings provide insights into managing tourism flows concerning transmission, death and vaccination coverage in destination and origin countries.

The COVID-19-induced tourism decline may also be considered another channel through which the global recession has been aggravated. If we convert this decline in terms of loss of GDP, the global figure will be huge, and airline industries will have to cut down many service products for a long time to recover from the COVID-19-induced tourism decline.

It is to be realized by the policymaker and politicians that infectious diseases have no national boundary, and the problem is not local or national. That’s why it is to be faced globally with cooperation from all the countries.

This is the first paper to address tourism disruption due to COVID-19 in eight Asia-Pacific countries using a gravity model framework.

1. Asia-Pacific countries are traditionally globalized through tourism channels

2. This pattern was severely affected by COVID-19 transmission and mortality and improved through vaccination

3. The gravity model can be used to quantify the loss in the tourism sector due to COVID-19 shocks

4. Transmission and mortality should be controlled both at the origin and the destination countries

5. Vaccinations in destination countries significantly raise tourism flows

Asia-Pacific countries are traditionally globalized through tourism channels

This pattern was severely affected by COVID-19 transmission and mortality and improved through vaccination

The gravity model can be used to quantify the loss in the tourism sector due to COVID-19 shocks

Transmission and mortality should be controlled both at the origin and the destination countries

Vaccinations in destination countries significantly raise tourism flows

Aerospace is a demanding technological and industrial sector. Several regulations and policies via innovative digital transformation have been integrated to impact production systems and supply chains, including safety measures. Studies demonstrated that the Fourth Industrial Revolution (4IR) technologies could enhance productivity growth and safety measures. The 4IR role in influencing airlines’ growth is yet to receive in-depth studies in South Africa. Thus, this study aims to investigate the role of 4IR technologies in influencing airlines’ growth in South Africa.

This research used a qualitative research method. Primary data were compiled via 56 face-to-face semi-structured interviews with major stakeholders. The study achieved saturation. A thematic method was used to analyse the collected data.

Findings reveal the nine major factors influencing South African airlines’ growth in the 4IR era. This includes investment in ergonomics applications and research, governance is driven by 4IR, collaboration and incorporation of 4IR concepts, partnership with drone technology and high precision and efficiency with 4IR. Others are reskilling and upskilling, investment in 4IR software, policies to promote 4IR usage in the industry and policies to reduce human interface.

Understanding the relative significance of 4IR technologies’ role in airlines’ growth can assist critical stakeholders in promoting innovative policies and regulations tailored towards digitalised aerospace. Thus, the study contributes to strategies to improve digital innovation, airline growth and safety as components of the air travel demands in South Africa.

Airline self-service technology (SST) has attracted attention from both the academic and aviation sectors. As the use of SST can reduce airlines’ operating costs, investigating SST usage at airports is particularly important for the aviation sector. The extant literature has explored users’ SST usage intention, but users’ switching intentions from traditional manual counter services to SST is still limited. Therefore, to address this issue, we used the push–pull–mooring (PPM) theoretical framework to develop a research model to explore user switching intention.

We utilized a mixed-methods approach. A qualitative approach (i.e., semistructured interviews) was first employed to recognize and choose the candidate factors. Then, we collected 450 valid responses through an online survey to test the model. The partial least squares method was used for data analysis.

We found that several push (perceived dissatisfaction and perceived inconvenience), pull (perceived ease of use, perceived usefulness and service process fit), and mooring (personal innovativeness and inertia) factors significantly influence switching intention. Additionally, mooring factors exert contextual effects on the relationships between push and switching intentions and between pull factors and switching intentions.

This study contributes to the literature by further increasing our understanding of user switching intentions regarding SSTs from the PPM perspective and offering guidance for the aviation sector to attract and retain customers.

This study investigates the evolution of skilled personnel in airline operations driven by technological advancements. It aims to elucidate the changing personnel demands necessitated by technological innovations in the ground and flight services.

The impact of technological advancements on aviation services has been broadly outlined. Secondary sources were used to identify the relationship between technology and human resources in aviation and categorize the current situation. However, the main narrative was based on the author’s observations.

The progression of technology in air transportation has led to a reduction in the number of personnel involved and the time spent on human interactions. Technological advancements in aviation have predominantly affected three crucial domains: back offices, ground services, and flight services. A future trend foresees a substantial shift toward self-service in ground services, contributing to streamlined processes with minimal errors.

Airlines must consider candidates' ability to adapt to technological changes during the hiring process to enhance operational efficiency and customer satisfaction. The current staff should be supported by training programs to facilitate their adaptation to technology.

This study provides a theoretical framework regarding changes in personnel requirements due to technological applications in aviation, the integration of technology into the sector, and the adaptation of current personnel to these technologies.

This perspective resonates with scholars engaged in the realms of aviation and tourism. This study assesses technological progress from both managerial and customer perspectives.

This study addresses the gap in understanding text analytics within the service domain, focusing on new service development to provide insights into key research themes and trends in text analytics approaches to service development. It explores the benefits and challenges of implementing these approaches and identifies potential research opportunities for future service development. Importantly, this study offers insights to assist service providers to make data-driven decisions for developing new services and optimising existing ones.

This research introduces the hybrid thematic analysis with a systematic literature review (SLR-TA). It delves into the various aspects of text analytics in service development by analysing 124 research papers published from 2012 to 2023. This approach not only identifies key practical applications but also evaluates the benefits and difficulties of applying text analytics in this domain, thereby ensuring the reliability and validity of the findings.

The study highlights an increasing focus on text analytics within the service industry over the examined period. Using the SLR-TA approach, it identifies eight themes in previous studies and finds that “Service Quality” had the most research interest, comprising 42% of studies, while there was less emphasis on designing new services. The study categorises research into four types: Case, Concept, Tools and Implementation, with case studies comprising 68% of the total.

This study is groundbreaking in conducting a thorough and systematic analysis of a broad collection of articles. It provides a comprehensive view of text analytics approaches in the service sector, particularly in developing new services and service innovation. This study lays out distinct guidelines for future research and offers valuable insights to foster research recommendations.

The purpose of this paper is to show the spatial extent and growth of tourism and its likely patterns as past forces of change are replaced by new pressures to reduce climate change and meet new definitions of success.

The approach involves a review of changes that have occurred over the Horizon period with a focus on the spatial spread and development of tourism, using and based on a literature review, past research and personal experience. Likely new developments are identified based on the expected result of influences including climate change mitigation and altered understandings of what is meant by success in tourism.

Much of the spatial change in tourism has been evolutionary rather than revolutionary, but in the future, restrictive forces external to tourism may change travel patterns with severe effects on long haul travel and a change in travel mode.

The research focus needs to produce effective measures of success as understood by all stakeholders in tourist destinations. Alternative destinations will need to replace those long haul destinations no longer available and research needs to refocus on managing rather than solely attracting visitors.

Long haul destinations will lose market share, destinations will change goals to satisfaction for stakeholders and travel modes will change to lower emission generators.

Destination choice will be reduced, transport modes may be limited and tourism closer to home will become the norm.

A general overview of this type has not been presented before.

揭示旅游业的空间范围和增长及其可能改变的模式, 因为以往的变化驱动力被减少气候变化的新压力并满足成功的新定义所取代。

由于缓解气候变化等影响和对旅游业成功含义的理解的改变而可能出现的一些新发展。本文基于文献综述、过去的研究和个人经验, 对综述期间发生的变化进行梳理, 重点关注旅游的空间扩散和发展。

过去, 旅游的很多空间变化是渐进式的, 而不是革命性的。但在未来, 旅游外部的限制性力量可能会改变旅行模式, 对长途旅行和旅行方式的变化产生严重影响。

研究重点需要产生为旅游目的地所有利益相关者所理解的, 有效的对于成功的衡量标准。替代性目的地将取代那些不可用的长途目的地。研究需要重新关注旅游业管理, 而不仅仅是吸引游客。

长途目的地将失去市场份额, 目的地将改变目标以满足利益相关者, 旅行模式将转变为低排放模式。

目的地的选择性将会减少, 交通方式可能会受到限制, 离家更近的旅游将成为常态。

这种类型的一般性概述以前没有研究过。

Mostrar la extensión espacial y el crecimiento del turismo y su probable patrón alterado a medida que las fuerzas de cambio del pasado son sustituidas por nuevas presiones para reducir el cambio climático y satisfacer nuevas definiciones de éxito.

Una revisión de los cambios que se han producido durante el periodo Horizonte, centrándose en la extensión espacial y el desarrollo del turismo, basándose en la revisión bibliográfica, la investigación previa y la experiencia personal, y los posibles nuevos desarrollos como resultado de antecedentes, incluyendo la mitigación del cambio climático y la alteración de la comprensión de lo que se entiende por éxito en el turismo.

Gran parte del cambio espacial en el turismo ha sido evolutivo más que revolucionario, pero, en el futuro, fuerzas restrictivas externas al turismo pueden cambiar los patrones de viaje con graves efectos en los viajes de larga distancia y un cambio en el modo de viajar.

El enfoque de la investigación necesita producir medidas efectivas de éxito tal y como las entienden todas las partes interesadas en los destinos turísticos. Los destinos alternativos tendrán que sustituir a los destinos de larga distancia que ya no estén disponibles y la investigación debe volver a centrarse en la gestión en lugar de únicamente en atraer visitantes.

Los destinos de larga distancia perderán cuota de mercado, los destinos cambiarán sus objetivos por la satisfacción de las partes interesadas y los modos de viaje cambiarán a generadores de menos emisiones.

Se reducirá la oferta de destinos, los modos de transporte pueden verse limitados y el turismo más cercano se convertirá en la norma.

No se había presentado antes una revisión general con este enfoque.

The COVID-19 pandemic had a huge impact on people's lives, air travel and tourism. The authors explored travelers' perceptions of COVID rapid antigen tests before boarding aircraft, willingness to fly and the precautionary actions for safe air travel.

All the participants were asked to complete the survey while reflecting on their experiences of air travel during this COVID-19 pandemic. The questionnaire consisted of demographic information of the participants and air travel preferences during pandemic. The survey was conducted through Google Form in both English and Arabic language. The link was shared through emails and WhatsApp.

In this survey, majority had willingness to fly during pandemic. 45.2% preferred to undergo rapid test before boarding, while 41.9% refused owing to no added benefit (23.8%) and nasal discomfort (9.3%) among others. The best indicators to resume safe air travel were COVID-19 vaccination (80.4%), wearing face mask during flying hours (70.8%) and maintain social distancing with aircraft seating (49.6%).

The findings of the current survey could help the organizations and the biosecurity authorities to act and support accordingly and thus reduce passenger anxiety about resuming the flights, thereby increasing willingness to fly and preparing oneself and the aviation industry for future pandemics.

The findings of the current survey could help the organizations and the biosecurity authorities to act and support accordingly and thus reduce passenger anxiety about resuming the flights, thereby increasing willingness to fly, and preparing oneself and the aviation industry for future pandemics.