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This is an electronic version of an article published in Benchmarking, 12(2), pp. [99][100][101][102][103][104][105][106][107][108][109][110][111] 2005. Benchmarking is available online at:http://www.emeraldinsight.com/10.1108/14635770510593059The Eprints service at the University of Westminster aims to make the research output of the University available to a wider audience. Copyright and Moral Rights remain with the authors and/or copyright owners. Users are permitted to download and/or print one copy for non-commercial private study or research. Further distribution and any use of material from within this archive for profit-making enterprises or for commercial gain is strictly forbidden.Whilst further distribution of specific materials from within this archive is forbidden, you may freely distribute the URL of the University of Westminster Eprints (http://eprints.wmin.ac.uk).In case of abuse or copyright appearing without permission e-mail wattsn@wmin.ac.uk. WestminsterResearchhttp://www.wmin.ac.uk/westminsterresearchThe WestminsterResearch online digital archive at the University of Westminster aims to make the research output of the University available to a wider audience. Copyright and Moral Rights remain with the authors and/or copyright owners. Users are permitted to download and/or print one copy for non-commercial private study or research. Further distribution and any use of material from within this archive for profit-making enterprises or for commercial gain is strictly forbidden.Whilst further distribution of specific materials from within this archive is forbidden, you may freely distribute the URL of WestminsterResearch. (http://www.wmin.ac.uk/westminsterresearch). To provide an overview of the current attitudes and practical experience of airport benchmarking. Design/methodology/approach

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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.

This study investigates the nature of airport experience (AE) from the perspective of air travelers. This study elaborates experiential components within the airport context and highlights the associations among the components of this experience through text analysis. This study also aims to clarify how air travelers perceive airports in relation to destinations. The analysis of passenger reviews on Skytrax indicates that AE differs from the concepts of customer and tourist experiences, because hedonic and aesthetic consumptions are not primarily associated with the memorable feelings of consumers and tourists, but with aspects of functional experience and service personnel. This study reviews three aspects that air travelers associate airports with a destination. First, an airport is a representative of a destination. Second, an airport exhibits the positive characteristics of a destination. Finally, an airport is perceived as an internal component of tourism experience. This study provides theoretical and managerial implications for airport and tourism industries.

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