The aviation industry has grown rapidly worldwide and is struggling against intense competition. Especially in Thailand, the compound annual growth rate of passengers traveling by air has increased continuously over the past decade. Unfortunately, during the past two years, the ongoing COVID-19 pandemic has caused severe economic crises for nearly all businesses and industries, including the aviation industry and especially for passenger airlines whose number of customers has decreased astoundingly due to travel restriction. To maintain business stability, therefore, airlines must build customer loyalty to survive in times of crisis. This study thus examines critical factors’ impact on airline loyalty by using a Bayesian network (BN) derived from a structural equation modeling (SEM). The study integrates the SEM and BN to refine causal relationships between critical factors, identified as critical pathways. Findings reveal that customer satisfaction and customer trust, followed by perceived value, dramatically influence customer loyalty and so are considered priorities for building airlines’ customer loyalty. This study also recommends practical strategies and policies to improve customer loyalty amid the competitive airline business during and after the COVID-19 era.

The purpose of this paper was to identify common themes from archival records related to innovation in the Australian Public Service (APS). A thematic analysis was conducted to review and evaluate archival records which consisted of transcripts from senior manager presentations at Innovation Month seminars from 2014 to 2018 and other related official documents. This empirical study addressed innovation from the leaders’ perspective, reflecting upon their experience. Analysing themes within archival records helped to gain insights from various perspectives of leaders on how they regard an innovation agenda for the APS. Three themes emerged from archival records: (1) innovation characteristics; (2) drivers of innovation; and (3) barriers to innovation. Synthesis of these drivers and barriers can provide important insights for senior APS managers on how they can enhance their organisations’ ability to innovate in order to respond to digital disruption challenges and opportunities. Variety of perspectives with leader’s perceptions informs about authors’ selection of the research question among consistent patterns and legitimates the salient themes as input for QSR NVivo 11.