Best prices Special offers for members of the PWE book club The cheapest delivery
Mgr Doris Antczak
ORCID: 0000-0003-1443-7855

Assistant at the Poznań University of Economics and Business and a doctoral student at the Doctoral School. Her area of specialization encompasses consumer behaviours and attitudes in the aviation market. She completed her master's degree in management with a specialization in Business Communication at the University of Economics in Poznań. She is an active member of the Student Scientific Association of the Aviation Market KoNtRoL at UEP. She actively participates in conferences, congresses, and competitions related to the aviation industry.

 
DOI: 10.33226/1231-7853.2024.5.5
JEL: M12, D91, L84, A14, M54

Highly sensitive individuals are characterized by deeper information processing, increased sensitivity to external stimuli, and stronger emotional reactions. This study examined the impact of tattoos on the emotional experience, interpersonal relationships, perception of professionalism, and evaluation of airline crew by highly sensitive persons, and compared their responses to those of less sensitive individuals. The study involved 788 participants – 99 were highly sensitive and 689 served as a control group with low sensitivity. Participants were asked to evaluate pictures of cabin crew members with varying degrees of tattoo visibility in terms of professionalism, interpersonal relations, and emotions. The analysis of the impact of tattoos on emotions and perception of professionalism among sensitive individuals shows that the intensity of tattoos does not significantly affect emotions, but there are differences between groups with varying degrees of social sensitivity. The presence of tattoos does not alter the overall perception of the professionalism of the airline crew, which may indicate a certain social acceptance in a professional context.

Keywords: highly sensitive people; cabin crew; customer service; appearance features; tattoos
DOI: 10.33226/1231-7853.2020.6.2
JEL: D00, D12, D22, D50, D60, L20, L93, L20, L93, M31

The air transport market in Poland is developing very dynamically and is characterized by great potential. The interdependence between air transport and the political and economic situation forces the airlines to observe the environment and react to changes occurring in it. Marketing activities are one of the forms of the company's influence on the market, and social media are currently becoming one of the most important marketing channels. The presence of airlines in social media is not only a tool for shaping trends in the environment, but also helps to maintain relations with existing customers and acquire the new ones. The aim of the paper is to evaluate the marketing activities of airlines in social media. The paper analyses the use of tools in social media by airlines, including the observation of crisis situation management. The research subject is LOT Polish Airlines (PLL LOT), and their marketing activities in social media such as Facebook, Instagram, YouTube, LinkedIn and Twitter are monitored. The data collected were compared with the activity of other European air carriers. Moreover, the social media activities of LOT Polish Airlines were analyzed on the basis of two negative events concerning working conditions in the company, one of whichconcerned a crisis situation caused by  an employee strike. The research was conducted in the period October 2018–February 2020, in selected months. As a result of the research, improvements were proposed and directions for further research were indicated.

Keywords: social media; LOT Polish Airlines; marketing; crisis management