Airport Self-Service Technologies, Passenger Self-Concept, and Behavior: An Attributional View

Airports are rapidly deploying self-service technologies (SSTs) as a strategy to improve passenger experience by eliminating operational inefficiencies. This places some responsibility on the passengers shape their experience. As service coproducers, passengers’ self-concepts and attributional tendencies deemed instrumental in consumption processes. Accordingly, drawing tenets of attribution theory, this study explores interaction effects self-concept (am I competent at this?) causal inference (who is responsible for SSTs’ performance?) SST performance satisfaction with airport link. Additionally, probable spillover effect electronic word-of-mouth (eWOM) examined. The sample consisted 547 departing from an Shanghai, China. Structural equation modeling was utilized test study’s theoretical model. findings indicate that influences SSTs. multiplicative moderating role link demonstrated. Furthermore, illustrated. Given current need contactlessness, proffer critical managerial research insights.