Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2)

Park, Jin-Woo; Ryu, Young Kyung

doi:10.3390/su11154171

Cited by 17 publications

(15 citation statements)

References 53 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Finally, the present study broadens existing literature on the situational effects of the servicescape-driven responses by considering the gender difference in the theoretical framework. Although gender as a moderator has been extensively addressed in tourism and hospitality, limited research examines servicescape-related gender effects (Park and Ryu, 2019). This study enriches the servicescape literature by examining the gender difference regarding the effects of servicescape elements on customer engagement and CCBs, which provides a clear understanding on the gender differences in responses to environmental elements of hotels.…”

Section: Conclusion and Discussionmentioning

confidence: 99%

Hotel servicescape and customer citizenship behaviors: mediating role of customer engagement and moderating role of gender

Min

2021

IJCHM

View full text Add to dashboard Cite

Purpose This study aims to investigate the effect of hotel servicescape on customer citizenship behaviors “CCBs” by addressing customer engagement as a mediator and gender as a moderator. Design/methodology/approach A total of 619 questionnaires were collected from hotel customers. Structural equation modeling was applied for data analysis. Findings Customer engagement mediates the effects of physical and social servicescapes on CCBs of providing feedback to an organization, making recommendations and helping other customers. Moreover, the indirect effects of physical servicescape on the three types of CCBs through customer engagement are stronger for male than for female customers, whereas no significant gender difference is observed in those effects of social servicescape on these types of CCBs through customer engagement. Research limitations/implications This study can help hotels promote the three types of CCBs and customer engagement by creating wonderful physical and social servicescape elements. The major limitation is that this study collected survey data outside the hotel environment. Originality/value This study enriches current knowledge on the servicescape-driven responses by exploring how hotel servicescape elements affect the three types of CCBs through customer engagement. Additionally, the different moderating roles of gender in the indirect influences of servicescape elements on these types of CCBs are presented.

show abstract

Section: Conclusion and Discussionmentioning

confidence: 99%

Hotel servicescape and customer citizenship behaviors: mediating role of customer engagement and moderating role of gender

Min

2021

IJCHM

View full text Add to dashboard Cite

show abstract

“…Airport impacts studies Economic (Appold, 2015) (Augustyniak, 2009) (Butler & Kiernan, 1986) (Basso, 2007) (Diaz Olariaga & Ávila Álvarez, 2015 (Fasone, Giuffrè & Maggiore, 2012) (Forsyth, 2006) (Gutiérrez et al, 1999) (Hanlon, 1995) (Dimitriou, 2018) (Kuper, Massacci, Shim & Williams, 2020) (Li andLoo, 2016) (Mense &Kholodilin, 2014) (Morimoto, 2019) (Pitfield, 1981) (Takebayashi, 2011) (Tosun, 2002) (Qin & Tian, 2019) Environmental (Chaouk, Pagliari & Moxon, 2020 (Gratton, Padhra, Rapsomanikis & Williams, 2020) (J. Torija, 2018) (Maeda, 1991) (Mense & Kholodilin, 2014) (Ren, Cao & Liu, 2018) (Sahrir, Bachok & Osman, 2014) (Zheng, Peng & Hu, 2020) Social (Akehurst, 1999) (Alpes, 2015) (Bogicevic, Bujisic, Bilgihan, Yang & Cobanoglu, 2017) (Halpern, 2012) (Rowe & Pitfield, 2018) (Pabedinskaitė & Akstinaitė, 2014) (Park & Ryu, 2019) (Sahrir, Bachok & Osman, 2014) (Tezel et al, 2019) (Wilke, Majumdar & Ochieng, 2015) Tourism (Doerr, Dorn, Gaebler & Potrafke, 2020)…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Methodological Review of impact studies of airports: A qualitative and quantitative proposal for the Airport of Málaga-Costa del Sol

Galeote

Mestanza

2021

invest. tur

View full text Add to dashboard Cite

Airports have become fundamental axes of the economy of many countries. In Spain, the airports managed by Aena1 ended 2019 with more than 274.4 million passengers, which was 4.4% more than the previous year. They are not only important for tourism but also for other sectors that depend on imports and exports. For years, the impact measurements have included the IO tables, but we are now questioning whether they constitute the best measurement model. The research reveals that the main problem is the application of different methodologies used by airports and countries. For this reason, we propose a model to measure the economic impact of the Malaga-Costa del Sol Airport that incorporates the importance of the tourism. This study is conceived as a guide for studying the impacts of any airport around the world. The review reveals that the social accounting matrix with changes in the variables involved is the best available measurement model. The conclusions reflect that the qualitative point of view is necessary. This can provide data that, together with previous studies, will result in multidisciplinary research that will allow us to gain a much deeper understanding of these infrastructures. The conclusions have practical and theoretical implications for impact studies.

show abstract

“…As seen in KAC's implementation of biometric e-gate technology, high expectations were not matched. A lack of active use by passengers in the airport showed a resistance to the use of this innovative technology [1]. This indicated that it is not easy to adopt to an innovation despite numerous benefits, such as the elimination of bringing an ID card and reduced waiting time [26].…”

Section: Underlying Theory: Resistance To Innovationmentioning

confidence: 99%

“…Global leading airports, such as Incheon International Airport (IIA), are looking to provide improved passenger services in order to maintain the overall airport experience. This has been cited as one of the key factors for developing sustainable airport operations and their own competitiveness [1]. Therefore, passenger service quality within airports are evaluated every year.…”

Section: Introductionmentioning

confidence: 99%

Integrating Qualitative Comparative Analysis and Support Vector Machine Methods to Reduce Passengers’ Resistance to Biometric E-Gates for Sustainable Airport Operations

2019

View full text Add to dashboard Cite

For the sake of maintaining sustainable airport operations, biometric e-gates security systems started receiving significant attention from managers of airports around the world. Therefore, how to reduce flight passengers’ perceived resistance to the biometric e-gates security system became much more important than ever. In this sense, the purpose of this study is to analyze the factors which contribute to passenger’s resistance to adopt biometric e-gate technology within the airport security setting. Our focus lies on exploring the effects that perceived risks and benefits as well as user characteristics and propagation mechanisms had on causing such resistance. With survey data from 339 airport users, a support vector machine (SVM) model was implemented to provide a tool for classifying resistance causes correctly, and csQCA (crisp set Qualitative Comparative Analysis) was implemented in order to understand the complex underlying causes. The results showed that the presence of perceived risks and the absence of perceived benefits were the main contributing factors, with propagation mechanisms also showing a significant effect on weak and strong resistance. This study is distinct in that it has attempted to explore innovation adoption through the lens of resistance and in doing so has uncovered important complex causation conditions that need to be considered before service quality can be enhanced within airports. This study’s implications should therefore help steer airport managers in the right direction towards maintaining service quality while implementing sustainable new technologies within their current airport security ecosystem.

show abstract

Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2)

Cited by 17 publications

References 53 publications

Hotel servicescape and customer citizenship behaviors: mediating role of customer engagement and moderating role of gender

Hotel servicescape and customer citizenship behaviors: mediating role of customer engagement and moderating role of gender

Methodological Review of impact studies of airports: A qualitative and quantitative proposal for the Airport of Málaga-Costa del Sol

Integrating Qualitative Comparative Analysis and Support Vector Machine Methods to Reduce Passengers’ Resistance to Biometric E-Gates for Sustainable Airport Operations

Contact Info

Product

Resources

About