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Airports operate in a highly-competitive and challenging environment. Therefore, in order to remain competitive, innovation is imperative for airports. This paper aims to conduct academic research into innovation at airports by reviewing studies published from 2000 to 2019 for presenting key findings. A systematic literature review was made based on scientific papers indexed in Scopus with the keywords innovation and airport in the title, abstract or keywords sections, consolidating the innovation focus, approach and degree discussed with respect to innovation areas and territorial focal points. Consequently, it was found that research on airport innovation is: (i) mainly focused on products/services, (ii) concerned with leveraging ICT (Informatıon Communication Technology), (iii) implemented ad-hoc without a consolidated strategic approach, and (iv) lacks the input of external innovation scholars and specialists.

Today, a significant part of airports' revenues is derived from support services such as retail stores, food and beverage (F&B) services, and entertainment activities. These services are also vital for enhancing passenger experience, which plays a major role as arbiter of airport success. There are different typologies of passengers, and a successful airport must deliver an optimal service mix to satisfy the needs of different passenger typologies. This requires an adequate transformation of the voice of the customer with respect to different profiles. Hence, the first aim of this study is to distinguish the preferences of different passenger profiles at airports by examining their choice of retail stores, F&B services, and entertainment activities. The second aim of the study is to determine the relative importance of factors that affect passengers' airport purchase behavior and transform them into recommendations for distinct airport strategies.

Self-service technologies, which have changed the way of interactions and the communication between customers and service providers, are widely used in different industries. The purpose of this study is to examine the effects of self-service technology features on brand experience and customer satisfaction. To this end, airports' self-service technologies have chosen as the context of this study, and a survey was conducted at Sabiha Gökçen Airport on a convenience sample of 210 passengers who use self-service technologies during their stay at the airport. Functionality, enjoyment, assurance, design, security, convenience, and customization have found as influential on brand experiences and customer satisfaction.