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An Airport Experience Framework from a Tourism Perspective

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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.
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Keywords: airport; conceptual framework; destination; experience creation; tourism

Document Type: Research Article

Affiliations: 1: Tourism and Hospitality Management Division, Mahidol University International College, 999 Bhuthamonthon Sai 4, Salaya, Nakhon Pathom, 73170, Thailand 2: School of Hotel and Tourism Management, The Hong Kong Polytechnic University, 17 Science Museum Road, TST East, Kowloon, Hong Kong 3: Faculty of Architecture and the Built Environment, University of Westminster, 35 Marylebone Rd, London, NW1 5LS, UK

Publication date: May 3, 2016

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