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The effect of the servicescape on customers’ behavioral intentions in an international airport service environment

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  • Sunran Jeon
  • Min-su Kim

Abstract

This study was conducted to identify the constructs of an international airport servicescape and to assess the relationships among the servicescape of an international airport, emotional states, and behavioral intentions. The constructs of an international airport servicescape are identified as the ambient factor, functional factor, esthetic factor, safety factor, and social factor. The results of this study showed that functional factor, esthetic factor, safety factor, and social factor influence customers’ positive emotions, whereas the ambient factor and social factor affect customers’ negative emotions. Positive emotions, but not negative emotions, were shown to have a significant impact on behavioral intentions. Limitations and suggestions for future studies were addressed. Copyright Springer-Verlag 2012

Suggested Citation

  • Sunran Jeon & Min-su Kim, 2012. "The effect of the servicescape on customers’ behavioral intentions in an international airport service environment," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 279-295, September.
    • Handle: RePEc:spr:svcbiz:v:6:y:2012:i:3:p:279-295
    DOI: 10.1007/s11628-012-0136-z
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    Cited by:

    1. Sang M. Lee & Jin Sung Rha, 2018. "A network text analysis of published papers in service business, 2007–2017: research trends in the service sector," Service Business, Springer;Pan-Pacific Business Association, vol. 12(4), pages 809-831, December.
    2. Ali, Faizan & Kim, Woo Gon & Ryu, Kisang, 2016. "The effect of physical environment on passenger delight and satisfaction: Moderating effect of national identity," Tourism Management, Elsevier, vol. 57(C), pages 213-224.
    3. Bogicevic, Vanja & Yang, Wan & Cobanoglu, Cihan & Bilgihan, Anil & Bujisic, Milos, 2016. "Traveler anxiety and enjoyment: The effect of airport environment on traveler's emotions," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 122-129.
    4. Nghiêm-Phú, Bình & Suter, Jillian Rae, 2018. "Airport image: An exploratory study of McCarran International Airport," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 72-84.
    5. Allen, Jaime & Bellizzi, Maria Grazia & Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella, 2020. "Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity," Journal of Air Transport Management, Elsevier, vol. 84(C).
    6. Ghosh, Piyali & Ojha, Mohit Kr. & Geetika,, 2017. "Determining passenger satisfaction out of platform-based amenities: A study of Kanpur Central Railway Station," Transport Policy, Elsevier, vol. 60(C), pages 108-118.
    7. Bezerra, George C.L. & Gomes, Carlos F., 2015. "The effects of service quality dimensions and passenger characteristics on passenger's overall satisfaction with an airport," Journal of Air Transport Management, Elsevier, vol. 44, pages 77-81.
    8. Judy A. Siguaw & Enping Mai & Xiaojing Sheng, 2021. "Word-of-mouth, servicescapes and the impact on brand effects," SN Business & Economics, Springer, vol. 1(1), pages 1-26, January.
    9. Thi Quynh Mai Pham & Gunwoo Lee & Hwayoung Kim, 2020. "Toward Sustainable Ferry Routes in Korea: Analysis of Operational Efficiency Considering Passenger Mobility Burdens," Sustainability, MDPI, vol. 12(21), pages 1-22, October.
    10. Dan Huang & Zhiyong Li & Jian Mou & Xinyi Liu, 2017. "Effects of flow on young Chinese consumers’ purchase intention: a study of e-servicescape in hotel booking context," Information Technology & Tourism, Springer, vol. 17(2), pages 203-228, June.
    11. Pantouvakis, Angelos & Renzi, Maria Francesca, 2016. "Exploring different nationality perceptions of airport service quality," Journal of Air Transport Management, Elsevier, vol. 52(C), pages 90-98.
    12. Mercy Mpinganjira, 2019. "Willingness to reciprocate in virtual health communities: the role of social capital, gratitude and indebtedness," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 269-287, June.
    13. Changhee Kim & Hongsuk Yang & Soo Wook Kim, 2018. "Optimal baggage sorting rule to reduce waiting time in baggage claim," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 435-451, June.
    14. Dan Huang & Zhiyong Li & Jian Mou & Xinyi Liu, 0. "Effects of flow on young Chinese consumers’ purchase intention: a study of e-servicescape in hotel booking context," Information Technology & Tourism, Springer, vol. 0, pages 1-26.
    15. Jieun Han & Hyo-Jin Kang & Gyu Hyun Kwon, 2018. "A Systematic Underpinning and Framing of the Servicescape: Reflections on Future Challenges in Healthcare Services," IJERPH, MDPI, vol. 15(3), pages 1-24, March.
    16. Bezerra, George Christian Linhares & Gomes, Carlos F., 2016. "Measuring airport service quality: A multidimensional approach," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 85-93.
    17. Guofeng Ma & Yue Ding & Junyi Ma, 2022. "The Impact of Airport Physical Environment on Perceived Safety and Domestic Travel Intention of Chinese Passengers during the COVID-19 Pandemic: The Mediating Role of Passenger Satisfaction," Sustainability, MDPI, vol. 14(9), pages 1-18, May.
    18. Collins Opoku Antwi & Jun Ren & Wenyu Zhang & Wilberforce Owusu-Ansah & Michael Osei Aboagye & Emmanuel Affum-Osei & Richard Adu Agyapong, 2022. "“I Am Here to Fly, but Better Get the Environment Right!” Passenger Response to Airport Servicescape," Sustainability, MDPI, vol. 14(16), pages 1-24, August.
    19. Bezerra, George C.L. & Gomes, Carlos F., 2020. "Antecedents and consequences of passenger satisfaction with the airport," Journal of Air Transport Management, Elsevier, vol. 83(C).
    20. Prentice, Catherine & Kadan, Mariam, 2019. "The role of airport service quality in airport and destination choice," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 40-48.

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