Award Date

Spring 2011

Degree Type

Professional Paper

Degree Name

Master of Hospitality Administration


Hotel Administration

First Committee Member

Kathleen Pearl Brewer, Chair

Number of Pages




This paper will help the airline industry identify how SST has influences customer behavior and reactions to SST while also understanding how airlines have been affected financially by the use of SST. The material discussed will help readers understand where the airline industry stood years ago, where the airline industry stands today and where it has the potential to stand 5 – 10 years down the road with the use of SST. The information will present both the positive and negative affects SST has on the airline industry and will assist in moving the industry forward in implanting SST changes and better serve customers and the airline industry. The results of the research could potentially play an important role in future academic research in the area of SST.


Airlines – Customer services; Airports – Customer services; Consumer behavior; Self-service (Economics)


Business Administration, Management, and Operations | Business and Corporate Communications | E-Commerce | Science and Technology Studies | Strategic Management Policy | Technology and Innovation | Transportation