What is it about?
Airport terminal activities are important for a memorable travel experience. These activities are broadly classified as compulsory and discretionary. The important question is: do these activities hold equal significance in an air traveler's journey? The answer lies in the measurement of the two domains of service activities. However, until recently, appropriate measurement models have been lacking. This study tests the applicability of the most comprehensive model yet and demonstrates that the two main domains of service activities affect travelers differently.
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Why is it important?
The model measures service performance from the traveler's perspective. Air travelers are wielding an increasing market power. Understanding their perception of service performance is crucial for service improvement. Moreover, insights into the magnitude of influence of the different activities' domains are important for prioritization of investment commitments.
Read the Original
This page is a summary of: Does the nature of airport terminal service activities matter? Processing and non-processing service quality, passenger affective image and satisfaction, Journal of Air Transport Management, October 2020, Elsevier, DOI: 10.1016/j.jairtraman.2020.101869.
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