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dc.contributor.authorTorres, Ann M.en
dc.contributor.authorBarry, Chrisen
dc.contributor.authorHogan, Mairéaden
dc.date.accessioned2010-12-10T12:59:12Zen
dc.date.available2010-12-10T12:59:12Zen
dc.date.issued2009-04-01en
dc.identifier.citationTorres, A. M., Barry, C., & Hogan, M. (2009). Opaque Web practices among low-cost carriers. Journal of Air Transport Management, 15(6), 299-307.en
dc.identifier.issn0969-6997en
dc.identifier.urihttp://hdl.handle.net/10379/1503en
dc.description.abstractThe low-cost airlines' adoption of Web technologies to facilitate direct sales has accelerated their market penetration. However, some low-cost carriers are increasingly using Websites to create distance between themselves and their consumers in specific areas of their operations, while simultaneously developing excellence in sales transaction completion via self-service. The [`]opaque' practices many low-cost carriers employ appear to be intentional design features and are contrary to the ethos of designing a [`]good system' to facilitate the full spectrum of customer service. As a result, the low-cost sector has come under increased scrutiny for engaging in unfair practices and violating consumer protection law.en
dc.formatapplication/pdfen
dc.language.isoenen
dc.publisherElsevieren
dc.subjectLow-cost carriersen
dc.subjectUsabilityen
dc.subjectInformation systemsen
dc.subjectOn-line trusten
dc.subjectMarketingen
dc.subjectConsumer protectionen
dc.subjectRegulationen
dc.subjectEnterprise Agilityen
dc.titleOpaque web practices among low-cost carriersen
dc.typeArticleen
dc.local.publishedsourcehttp://dx.doi.org/10.1016/j.jairtraman.2009.02.003en
dc.description.peer-reviewedpeer-revieweden
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