Understanding Airline Travelers’ Perceptions of Well-Being: The Role of Cognition, Emotion, and Sensory Experiences in Airline Lounges

ABSTRACT

This study investigated the relationships among cognition, emotion, sensory, well-being perception, satisfaction, word-of-mouth, and intention to revisit airline lounges. Results of the structural analysis revealed that travelers’ overall perceptions of well-being were more dependent on the cognitive and sensory dimensions of the lounge experience, and cognitive evaluation was more influential than sensory evaluation in enhancing this perception of well-being. Our results indicated that travelers’ perceived well-being with regard to the airline lounge experience induced high levels of satisfaction. Moreover, it was identified that this perception of well-being was not enough to generate travelers’ positive word-of-mouth, but it did ensure their repatronage.

KEYWORDS:

• Experiential marketing
• airline lounge
• well-being perception

Additional information

Notes on contributors

Hyeon-Cheol Kim

Hyeon-Cheol Kim, PhD, is Associate Professor, Chung-Ang Business School, College of Business and Economics, Chung-Ang University, 84 HeukSeok-Ro, DongJak-Gu, Seoul, South Korea (E-mail: [email protected]).

Bee-Lia Chua

Bee-Lia Chua, PhD, is Senior Lecturer, Department of Food Service and Management, Faculty of Food Science and Technology, Universiti Putra Malaysia, 43400 Serdang, Selangor, Malaysia (E-mail: [email protected]).

Sanghyeop Lee

Sanghyeop Lee, PhD, is Assistant Professor, Centre for Tourism, Hospitality and Culinary Management, Sunway University, No. 5, Jalan Universiti, Bandar Sunway, 47500, Selangor, Malaysia (E-mail: [email protected]).

Huey-Chern Boo

Huey-Chern Boo, PhD, is Associate Professor, Department of Food Service and Management, Faculty of Food Science and Technology, Universiti Putra Malaysia, 43400 Serdang, Selangor, Malaysia (E-mail: [email protected]).

Heesup Han

Heesup Han, PhD, is Associate Professor, College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, South Korea (E-mail: [email protected]).