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An Airport Experience Framework from a Tourism Perspective

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  • Walanchalee Wattanacharoensil
  • Markus Schuckert
  • Anne Graham

Abstract

This study, by integrating the perspectives of sociological, psychological, and service marketing and management, all of which affect the passenger experience, proposes a theoretical framework for the creation of the airport experience in relation to tourism. This research responds to the current phenomenon in which airports are offering other types of experiences within the airport terminal, expanding the role of an airport from being a utility for transportation into a place where various and different values can be offered. This research explores the current airport experience and adds to research on airport experience by clarifying ten key components necessary for airport passenger experience propositions based on existing research, the current industry phenomena, and the empirical study. The paper also underlines those components that can enhance passenger experience in relation to tourism and highlights the role that airports contribute to a destination.

Suggested Citation

  • Walanchalee Wattanacharoensil & Markus Schuckert & Anne Graham, 2016. "An Airport Experience Framework from a Tourism Perspective," Transport Reviews, Taylor & Francis Journals, vol. 36(3), pages 318-340, May.
    • Handle: RePEc:taf:transr:v:36:y:2016:i:3:p:318-340
    DOI: 10.1080/01441647.2015.1077287
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    References listed on IDEAS

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    1. Giesberts, Ludger, 2014. "`Managing Airports: An International Perspective` by Anne Graham," Journal of Airport Management, Henry Stewart Publications, vol. 8(2), pages 189-190, March.
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    Cited by:

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    2. Young Kyung Ryu & Jin-Woo Park, 2019. "Investigating the Effect of Experience in an Airport on Pleasure, Satisfaction, and Airport Image: A Case Study on Incheon International Airport," Sustainability, MDPI, vol. 11(17), pages 1-11, August.
    3. Márk Miskolczi & Melinda Jászberényi & Dávid Tóth, 2021. "Technology-Enhanced Airport Services—Attractiveness from the Travelers’ Perspective," Sustainability, MDPI, vol. 13(2), pages 1-18, January.
    4. Yong, Shih Ween & Cheah, Jun-Hwa & Lim, Xin-Jean & Ng, Siew Imm & Leong, Yee Choy, 2023. "How to make you spend more in the airport? An investigation towards ECSI model on willingness to spend more in airport," Journal of Air Transport Management, Elsevier, vol. 112(C).
    5. Heesup Han & Wei Quan & Linda Heejung Lho & Jongsik Yu, 2020. "Eco-Design of Airport Buildings and Customer Responses and Behaviors: Uncovering the Role of Biospheric Value, Reputation, and Subjective Well-Being," Sustainability, MDPI, vol. 12(23), pages 1-16, December.
    6. Bogicevic, Vanja & Bujisic, Milos & Bilgihan, Anil & Yang, Wan & Cobanoglu, Cihan, 2017. "The impact of traveler-focused airport technology on traveler satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 123(C), pages 351-361.
    7. Ivan Kovynyov & Ralf Mikut, 2019. "Digital technologies in airport ground operations," Netnomics, Springer, vol. 20(1), pages 1-30, April.
    8. Jose Ribamar Siqueira & Michael Bendixen & Felipe Reinoso-Carvalho & Raffaele Campo, 2023. "Key drivers of brand trust in a Latin American airline: the impact of Colombia’s Avianca customer experience," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(2), pages 186-201, June.
    9. 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).
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    11. Hong, Seock-Jin & Choi, Dongho & Chae, Junjae, 2020. "Exploring different airport users’ service quality satisfaction between service providers and air travelers," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    12. Tuchen, Stefan & Arora, Mohit & Blessing, Lucienne, 2020. "Airport user experience unpacked: Conceptualizing its potential in the face of COVID-19," Journal of Air Transport Management, Elsevier, vol. 89(C).

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