3,116
Views
53
CrossRef citations to date
0
Altmetric
Articles

An Airport Experience Framework from a Tourism Perspective

, &
Pages 318-340 | Received 31 Oct 2014, Accepted 24 Jul 2015, Published online: 01 Sep 2015

References

  • Aho, S. K. (2001). Towards a general theory of touristic experiences: Modelling experience process in tourism. Tourism Review, 56(3/4), 33–37. doi: 10.1108/eb058368
  • Airport Council International Europe. (2014). Guidelines for passenger services at European airports: The passenger at the heart of the airport business. Belgium: Author. Retrieved from https://www.aci-europe.org/
  • Airport of Thailand [AOT] annual report. (2014). Annual report. Retrieved from http://airportthai.co.th/main/en/752-annual-report
  • Arnould, E. J., & Price, L. L. (1993). River magic: Extraordinary experience and the extended service encounter. Journal of Consumer Research, 20(1), 24–45. doi: 10.1086/209331
  • Augé, M. (1995). Non-places: Introduction to an anthropology of supermodernity. New York, NY: Verso.
  • Auh, S., Bell, S. J., McLeod, C. S., & Shih, E. (2007). Co-production and customer loyalty in financial services. Journal of Retailing, 83(3), 359–370. doi: 10.1016/j.jretai.2007.03.001
  • Ballantine, P. W., Jack, R., & Parsons, A. G. (2010). Atmospheric cues and their effect on the hedonic retail experience. International Journal of Retail & Distribution Management, 38(8), 641–653. doi: 10.1108/09590551011057453
  • Bangkok Post. (2012, December 28). Suvarnabhumi, Paragon top Instagram places list. Retrieved from http://www.bangkokpost.com/news/local/328363/suvarnabhumi-paragon-top-instagram-places-list
  • Barrett, F. J., & Cooperrider, D. L. (1990). Generative metaphor intervention: A new approach for working with systems divided by conflict and caught in defensive perception. The Journal of Applied Behavioral Science, 26(2), 219–239. doi: 10.1177/0021886390262011
  • Berry, L. L., Wall, E. A., & Carbone, L. P. (2006). Service clues and customer assessment of the service experience: Lessons from marketing. The Academy of Management Perspectives, 20(2), 43–57. doi: 10.5465/AMP.2006.20591004
  • Binkhorst, E., & Den Dekker, T. (2009). Agenda for co-creation tourism experience research. Journal of Hospitality Marketing & Management, 18(2–3), 311–327. doi: 10.1080/19368620802594193
  • Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of Marketing, 56(2), 57–71. doi: 10.2307/1252042
  • Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. The Journal of Marketing, 54(1), 71–84. doi: 10.2307/1252174
  • Bogicevic, V., Yang, W., Bilgihan, A., & Bujisic, M. (2013). Airport service quality drivers of passenger satisfaction. Tourism Review, 68(4), 3–18. doi: 10.1108/TR-09-2013-0047
  • Boorstin, D. (1964). The image: A guide to pseudo-events in America. New York, NY: Harper and Row.
  • Brilha, N. M. (2008). Airport requirements for leisure travellers. In A. Graham, A. Papatheodorou, & P. Forsyth (Eds.), Aviation and tourism: Implication for leisure travel (pp. 167–176). Hampshire: Ashgate.
  • Campbell, M. C. (1999). Perceptions of price unfairness: Antecedents and consequences. Journal of Marketing Research, 36, 187–199. doi: 10.2307/3152092
  • Cary, S. H. (2004). The tourist moment. Annals of Tourism Research, 31(1), 61–77. doi: 10.1016/j.annals.2003.03.001
  • Caves, R. E., & Pickard, C. D. (2001). The satisfaction of human needs in airport passenger terminals. Proceedings of the ICE-Transport, 147(1), 9–15. doi: 10.1680/tran.2001.147.1.9
  • Civil Aviation Authority. (2013, May). CAA passenger research: Satisfaction with the airport experience. Retrieved from http://www.caa.co.uk/docs/33/CAP%201044%20CAA%20passenger%20research%20satisfaction%20with%20the%20airport%20experience%20(p).pdf
  • Clawson, M. (1963). Land and water for recreation: Opportunities, problems and policies. Chicago: Rand McNally.
  • Cohen, E. (1979). A phenomenology of tourist experiences. Sociology, 13(2), 179–201. doi: 10.1177/003803857901300203
  • Clawson, M., & Cohen, S. A. (2012). Current sociological theories and issues in tourism. Annals of Tourism Research, 39(4), 2177–2202. doi: 10.1016/j.annals.2012.07.009
  • Correia, A. R., Wirasinghe, S. C., & de Barros, A. G. (2008a). Overall level of service measures for airport passenger terminals. Transportation Research Part A: Policy and Practice, 42(2), 330–346.
  • Correia, A. R., Wirasinghe, S. C., & de Barros, A. G. (2008b). A global index for level of service evaluation at airport passenger terminals. Transportation Research Part E: Logistics and Transportation Review, 44(4), 607–620. doi: 10.1016/j.tre.2007.05.009
  • Craig-Smith, S. J., & French, C. (1994). Learning to live with tourism. Melbourne: Longman.
  • DKMA. (2014). Why focus on improving the passenger experience? 9 great reasons to make customer service a top priority. DKMA. Retrieved from http://www.dkma.com/en/images/downloads/customer-service/Why%20focus%20on%20the%20passenger%20experience.pdf
  • Dong, B., Evans, K. R., & Zou, S. (2008). The effects of customer participation in co-created service recovery. Journal of the Academy of Marketing Science, 36(1), 123–137. doi: 10.1007/s11747-007-0059-8
  • Edvardsson, B., Enquist, B., & Johnston, R. (2005). Cocreating customer value through hyperreality in the prepurchase service experience. Journal of Service Research, 8(2), 149–161. doi: 10.1177/1094670505279729
  • Farr, A. C., Kleinschmidt, T., Yarlagadda, P., & Mengersen, K. (2012). Wayfinding: A simple concept, a complex process. Transport Reviews, 32(6), 715–743. doi: 10.1080/01441647.2012.712555
  • Fodness, D., & Murray, B. (2007). Passengers’ expectations of airport service quality. Journal of Services Marketing, 18(3), 102–111.
  • Freathy, P., & O'Connell, F. (2000). Market segmentation in the European airport sector. Marketing Intelligence & Planning, 18(3), 102–111. doi: 10.1108/02634500010327890
  • Futureairport. (2012, August 24). What makes a great airport. Retrieved from http://www.futureairport.com/features/featurefuture-airport-design-hassell-architecture/
  • Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: An overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395–410. doi: 10.1016/j.emj.2007.08.005
  • Graham, A. (2014). Managing airports: An international perspective (4th ed.). New York, NY: Routledge.
  • Grönroos, C. (2008). Service logic revisited: Who creates value? And who co-creates? European Business Review, 20(4), 298–314. doi: 10.1108/09555340810886585
  • Grönroos, C., & Voima, P. (2013). Critical service logic: Making sense of value creation and co-creation. Journal of the Academy of Marketing Science, 41(2), 133–150. doi: 10.1007/s11747-012-0308-3
  • Harrison, A., Popovic, V., Kraal, B. J., & Kleinschmidt, T. (2012). Challenges in passenger terminal design: A conceptual model of passenger experience. Proceedings of the design research society (DRS) 2012 conference (pp. 344-356). Department of Industrial Design, Faculty of Architecture, Chulalongkorn University.
  • Hays, S., Page, S. J., & Buhalis, D. (2013). Social media as a destination marketing tool: Its use by national tourism organisations. Current Issues in Tourism, 16(3), 211–239. doi: 10.1080/13683500.2012.662215
  • Holbrook, M. B., & Hirschman, E. C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings, and fun. Journal of Consumer Research, 9, 132–140. doi: 10.1086/208906
  • Holloway, J. C. (1981). The guided tour: A sociological approach. Annals of Tourism Research, 8(3), 377–402. doi: 10.1016/0160-7383(81)90005-0
  • Hong Kong International Airport Annual Report (2014). Building tomorrow today. Retrieved from www.legco.gov.hk/yr13-14/english/counmtg/papers/cm0625-sp109-e.pdf
  • Hong Kong International Airport Website. (2014). Fact sheets. Retrieved from https://www.hongkongairport.com/eng/media/facts-figures/facts-sheets.html
  • Huang, J., & Hsu, C. H. (2009). The impact of customer-to-customer interaction on cruise experience and vacation satisfaction. Journal of Travel Research, 49(1), 79–92. doi: 10.1177/0047287509336466
  • Instagram. (2013). Top locations on Instagram in 2013. Retrieved from http://blog.instagram.com/post/69877035043/top-locations-2013
  • International Air Transport Association. (2013, December). Fast travel program. Retrieved from https://www.iata.org/whatwedo/passenger/fast-travel/Documents/Fast-Travel-Program-Strategy-V6.pdf
  • Jeon, S., & Kim, M. S. (2012). The effect of the servicescape on customers’ behavioral intentions in an international airport service environment. Service Business, 6(3), 279–295. doi: 10.1007/s11628-012-0136-z
  • Kazda, A., & Caves, R. E. (2007). Airport design and operation (2nd ed.). Oxford: Elsevier.
  • Kim, S. B., Kim, D. Y., & Wise, K. (2014). The effect of searching and surfing on recognition of destination images on Facebook pages. Computers in Human Behavior, 30, 813–823. doi: 10.1016/j.chb.2013.07.010
  • Larsen, S. (2007). Aspects of a psychology of the tourist experience. Scandinavian Journal of Hospitality and Tourism, 7(1), 7–18. doi: 10.1080/15022250701226014
  • Lash, S., & Urry, J. (1994). Economies of signs and space. Thousand Oaks, CA: Sage Publications.
  • Livingstone, A., Popovic, V., Kraal, B. J., & Kirk, P. J. (2012). Understanding the airport passenger landside retail experience. In P. Israsena, J. Tangsantikul, & D. Durling, (Eds.), DRS 2012 Bangkok Research: Uncertainty, Contradiction and Value. Bangkok: Department of Industrial Design, Faculty of Architechture, Chulalongkorn University.
  • Lloyd, J. (2003). Airport technology, travel, and consumption. Space and Culture, 6(2), 93–109. doi: 10.1177/1206331203251254
  • Lo, I. S., McKercher, B., Lo, A., Cheung, C., & Law, R. (2011). Tourism and online photography. Tourism Management, 32(4), 725–731. doi: 10.1016/j.tourman.2010.06.001
  • Loughnane, J. (2005). The evolution of the aviation sector towards contestability amongst airports. Student Economic Review, 19, 127–139.
  • MacCannell, D. (1973). Staged authenticity: Arrangements of social space in tourist settings. American Journal of Sociology, 79(3), 589–603. doi: 10.1086/225585
  • Mannell, R. C., & Iso-Ahola, S. E. (1987). Psychological nature of leisure and tourism experience. Annals of Tourism Research, 14(3), 314–331. doi: 10.1016/0160-7383(87)90105-8
  • Mattila, A. S., Cho, W., & Ro, H. (2011). The role of self-service technologies in restoring justice. Journal of Business Research, 64, 348–355. doi: 10.1016/j.jbusres.2010.02.014
  • McColl-Kennedy, J. R., & Sparks, B. A. (2003). Application of fairness theory to service failures and service recovery. Journal of Service Research, 5(3), 251–266. doi: 10.1177/1094670502238918
  • McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121–137. doi: 10.1177/109467050032002
  • Mcfedries, P. (2013). Hashtag, you're it [technically speaking]. Spectrum, IEEE, 50(4), 24–24. doi: 10.1109/MSPEC.2013.6481692
  • McIntosh, I. B., Swanson, V., Power, K. G., Raeside, F., & Dempster, C. (1998). Anxiety and health problems related to air travel. Journal of Travel Medicine, 5(4), 198–204. doi: 10.1111/j.1708-8305.1998.tb00507.x
  • Meuter, M. L., Ostrom, A. L., Bitner, M. J., & Roundtree, R. (2003). The influence of technology anxiety on consumer use and experiences with self-service technologies. Journal of Business Research, 56(11), 899–906. doi: 10.1016/S0148-2963(01)00276-4
  • Moodley, K. (2014, March 26). Europe, Asia dominate the world's best airports. Retrieved from http://www.cnbc.com/id/101527302#
  • Morgan, M. (2007). ‘We're not the Barmy Army!’: reflections on the sports tourist experience. International Journal of Tourism Research, 9(5), 361–372. doi: 10.1002/jtr.637
  • Murphy, L. (2001). Exploring social interactions of backpackers. Annals of Tourism Research, 28(1), 50–67. doi: 10.1016/S0160-7383(00)00003-7
  • Murray, N., Foley, A., & Lynch, P. (2010). Fáilte go sláinte: Understanding the tourist experience concept. Retrieved from http://repository.wit.ie/1543/1/F%C3%81ILTE_GO_SL%C3%81INTE_UNDERSTANDING_THE_TOURIST_EXPERIENCE_CONCEPT.pdf
  • Myant, P., & R. Abraham. (2009). Research on the air-passenger experience at Heathrow, Gatwick, Stansted and Manchester airports. ORC. International. Retrieved from http://assets.dft.gov.uk/publications/pgr-aviation-hci-airpassengerexperience/passengersurvey.pdf
  • de Neufville, R., & Odoni, A. (2003). Airport systems planning, design, and management. New York, NY: McGraw-Hill.
  • Neuhofer, B., Buhalis, D., & Ladkin, A. (2013). Experiences, co-creation and technology: A conceptual approach to enhance tourism experiences. In Proceedings of tourism and global change: On the edge of something big (pp. 546–550). Christchurch: Lincoln University.
  • Neuhofer, B., Buhalis, D., & Ladkin, A. (2014). A typology of technology-enhanced tourism experiences. International Journal of Tourism Research, 16, 340–350. doi: 10.1002/jtr.1958
  • Nisbett, R., & Ross, L. (1985). Human inference: Strategies and shortcomings of social judgement. New York, NY: Prentice-Hall.
  • Oh, H., Fiore, A. M., & Jeoung, M. (2007). Measuring experience economy concepts: Tourism applications. Journal of Travel Research, 46(2), 119–132. doi: 10.1177/0047287507304039
  • Omar, O., & Kent, A. (2001). International airport influences on impulsive shopping: Trait and normative approach. International Journal of Retail & Distribution Management, 29(5), 226–235. doi: 10.1108/09590550110390887
  • Otto, J. E., & Ritchie, J. R. (1996). The service experience in tourism. Tourism Management, 17(3), 165–174. doi: 10.1016/0261-5177(96)00003-9
  • Pan, S., & Ryan, C. (2009). Tourism sense-making: The role of the senses and travel journalism. Journal of Travel & Tourism Marketing, 26(7), 625–639. doi: 10.1080/10548400903276897
  • Parrella, B. C. (2013). Understanding airline and passenger choice in multi-airport regions. Airport Cooperative Research Program. Retrieved from http://onlinepubs.trb.org/onlinepubs/acrp/acrp_rpt_098.pdf
  • Popovic, V., Kraal, B., & Kirk, P. J. (2010). Towards airport passenger experience models. Proceedings of 7th international conference on design & emotion, 4–7 October 2010, Chicago, IL: Spertus Institute.
  • Prahalad, C. K., & Ramaswamy, V. (2004). Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing, 18(3), 5–14. doi: 10.1002/dir.20015
  • Prazeres, L., & Donohoe, H. (2014). The visitor sensescape in Kluane National Park and Reserve, Canada. Journal of Unconventional Parks, Tourism & Recreation Research, 5(2), 2–9.
  • Pride, R. (2008, October). The Welsh brand – Connecting image with reality. Wales and the World Institute of Welsh Affairs Seminar, Cardiff.
  • Przeclawski, K. (1985). The role of tourism in the contemporary culture. Tourism Review, 40(1), 2–7. doi: 10.1108/eb057912
  • Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44(5), 1018–1027. doi: 10.2307/3069445
  • Quan, S., & Wang, N. (2004). Towards a structural model of the tourist experience: An illustration from food experiences in tourism. Tourism Management, 25(3), 297–305. doi: 10.1016/S0261-5177(03)00130-4
  • Read, M. (2004). Starting points and destinations. Honours Research Paper. Retrieved from http://www.invisiblecity.org/essay/index.html
  • Reimer, A., & Kuehn, R. (2005). The impact of servicescape on quality perception. European Journal of Marketing, 39(7/8), 785–808. doi: 10.1108/03090560510601761
  • Relph, E. (1976). Place and placelessness (Vol. 67). London: Pion.
  • Ritchie, J. R., & Hudson, S. (2009). Understanding and meeting the challenges of consumer/tourist experience research. International Journal of Tourism Research, 11(2), 111–126. doi: 10.1002/jtr.721
  • Rosenbaum, M. S., & Massiah, C. (2011). An expanded servicescape perspective. Journal of Service Management, 22(4), 471–490. doi: 10.1108/09564231111155088
  • Rowley, J., & Slack, F. (1999). The retail experience in airport departure lounges: Reaching for timelessness and placelessness. International Marketing Review, 16(4/5), 363–376. doi: 10.1108/02651339910281901
  • Rubinstein, G. (2006). Authoritarianism among border police officers, career soldiers, and airport security guards at the Israeli border. The Journal of Social Psychology, 146(6), 751–761. doi: 10.3200/SOCP.146.6.751-761
  • Sarel, D., & Howard, M. (1998). Managing the delayed service encounter: The role of employee action and customer prior experience. Journal of Services Marketing, 12(3): 195–208. doi: 10.1108/08876049810219511
  • Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272. doi: 10.1108/00251741211203551
  • Scherer, K. R., & Ceschi, G. (2000). Criteria for emotion recognition from verbal and nonverbal expression: Studying baggage loss in the airport. Personality and Social Psychology Bulletin, 26(3), 327–339. doi: 10.1177/0146167200265006
  • Schillinger, L. (2010). The cost of high anxiety about flying. The New York Times. Retrieved from http://www.nytimes.com/2010/01/03/weekinreview/03schillinger.html?_r=0
  • Scholvink, J. (2000). The travel stress curve. Amsterdam: Market Square Consulting.
  • Shankman, S. (2013, April 11). What does Amsterdam airport know that other airports in Europe don't. Skift. Retrieved from http://skift.com/2013/04/11/what-does-amsterdams-airport-know-that-the-rest-of-europe-does-not/
  • Sommer, R. (2000). Discipline and field of study: A search for clarification. Journal of Environmental Psychology, 20, 1–4. doi: 10.1006/jevp.1999.0168
  • Son, A., & Pearce, P. (2005). Multi-faceted image assessment: International students’ views of Australia as a tourist destination. Journal of Travel & Tourism Marketing, 18(4), 21–35. doi: 10.1300/J073v18n04_02
  • Stedman, R. C. (2003). Is it really just a social construction?: The contribution of the physical environment to sense of place. Society & Natural Resources, 16(8), 671–685. doi: 10.1080/08941920309189
  • Tussyadiah, I. P. (2014). Toward a theoretical foundation for experience design in tourism. Journal of Travel Research, 53(5), 543–564. doi: 10.1177/0047287513513172
  • Uriely, N. (2005). The tourist experience: Conceptual developments. Annals of Tourism Research, 32(1), 199–216. doi: 10.1016/j.annals.2004.07.008
  • Urry, J. (1990). The consumption of tourism. Sociology, 24(1), 23–35. doi: 10.1177/0038038590024001004
  • Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: Continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1–10. doi: 10.1007/s11747-007-0069-6
  • Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer experience creation: Determinants, dynamics and management strategies. Journal of Retailing, 85(1), 31–41. doi: 10.1016/j.jretai.2008.11.001
  • Volo, S. (2009). Conceptualizing experience: A tourist based approach. Journal of Hospitality Marketing & Management, 18(2–3), 111–126. doi: 10.1080/19368620802590134
  • Wang, N. (1999). Rethinking authenticity in tourism experience. Annals of Tourism Research, 26(2), 349–370. doi: 10.1016/S0160-7383(98)00103-0
  • White, L. (2009). Facebook, friends and photos: A snapshot into social networking. In N. Sharda (Ed.), Tourism informatics: Visual travel recommender systems, social communities, and user interface design (pp. 115–129). New York, NY: Information Science Reference.
  • Wightman, B. (2014, March 24). The airport experience in Asia. Retrieved from http://populous.com/posts/the-airport-experience-in-asia/
  • World Tourism Organisation [UNWTO] (2014). Understanding tourism: Basic glossary. Retrieved from http://media.unwto.org/content/understanding-tourism-basic-glossary
  • Wright, J. N. (2011, September). Transporting people to new experiences: The role of airport spaces. RGS-IBG annual conference, Auckland University of Technology.
  • Yuksel, A., Yuksel, F., & Bilim, Y. (2010). Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty. Tourism Management, 31(2), 274–284. doi: 10.1016/j.tourman.2009.03.007

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.