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Service innovations in airlines: A frontline employee perspective

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  • Kianpour, Fabian

Abstract

•The article expands the literature on the emergence of service innovations in aviation.•The analysis includes data from 277 airline employees from 80 European airlines.•Frontline employees play a prominent role in the innovation processes of airlines.•Frontline employees in airlines gather ideas in customer contact situations, which can lead to service innovations.•The innovation climate in airlines is a crucial organisational antecedent.

Suggested Citation

  • Kianpour, Fabian, 2026. "Service innovations in airlines: A frontline employee perspective," Journal of Air Transport Management, Elsevier, vol. 132(C).
    • Handle: RePEc:eee:jaitra:v:132:y:2026:i:c:s0969699725002121
    DOI: 10.1016/j.jairtraman.2025.102949
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