Investigating the Effect of Experience in an Airport on Pleasure, Satisfaction, and Airport Image: A Case Study on Incheon International Airport

Travelers' Subjective Well-Being as an Environmental Practice: Do Airport Buildings' Eco-Design, Brand Engagement, and Brand Experience Matter?

The physical environment of airports plays a crucial role in improving travelers' perceptions and well-being. Adopting a green physical environment may elicit customers' cognitive and emotional responses and provide a convenient consumption environment. Brand experience and engagement are other important consumer-firm interactions that influence the attributes of the passengers' well-being. The current study sought to assess the impact of the eco-design of buildings, brand experience and engagement on the well-being of travelers at an international airport in Saudi Arabia. Additionally, the current study investigated the possible effects of eco-design on airport experience and engagement. The results of the structural equation modeling analysis revealed that the eco-design of airport buildings was independently associated with passengers' well-being and brand engagement, but not with brand experience. Additionally, well-being was significantly predicted by brand engagement and experience. Airport managers are advised to adopt an internal eco-design to help promote passengers' connection with the brand and improve their well-being, which would eventually be reflected in their behavioral attributes and decision-making.

Relative Effects of Physical Environment and Employee Performance on Customers’ Emotions, Satisfaction, and Behavioral Intentions in Upscale Restaurants

This study explored the structural relationships among the physical environment, employee performance, and diners’ emotional states, satisfaction, and behavioral intentions, applying the Mehrabian–Russell’s theoretical framework in upscale restaurants. Empirical data were collected from 275 upscale restaurant patrons. The results showed that both intangible (employee service) and tangible (physical environment) factors have significant impacts on diners’ emotional responses (pleasure and arousal), and these emotional responses affect customer satisfaction and behavioral intentions. This study found that the physical environment exerted a greater impact on arousal than employee behavior while employee behavior had a greater impact on pleasure than physical environment. In addition, arousal was found to have a positive influence on pleasure. We discussed managerial and theoretical implications based on these findings.

Airport Self-Service Technologies, Passenger Self-Concept, and Behavior: An Attributional View

Airports are rapidly deploying self-service technologies (SSTs) as a strategy to improve passenger experience by eliminating operational inefficiencies. This places some responsibility on the passengers to shape their experience. As service coproducers, passengers’ self-concepts and attributional tendencies are deemed instrumental in their consumption processes. Accordingly, drawing on the tenets of attribution theory, this study explores the interaction effects of passenger self-concept (am I competent at this?) and causal inference (who is responsible for SSTs’ performance?) on SST performance and satisfaction with airport SST link. Additionally, the probable spillover effect of passenger satisfaction with SST performance on satisfaction with airport and on electronic word-of-mouth (eWOM) is examined. The sample for the study consisted of 547 passengers departing from an airport in Shanghai, China. Structural equation modeling was utilized to test the study’s theoretical model. The findings indicate that airport SSTs’ performance influences passenger satisfaction with airport SSTs. The multiplicative effect of passenger self-concept (am I competent at this?) in the moderating role of passenger causal inference (who is responsible for SSTs’ performance?) in SST performance and satisfaction with SST link is demonstrated. Furthermore, the spillover effect of satisfaction with SST performance on satisfaction with airport and on electronic word-of-mouth (eWOM) is illustrated. Given the current need for contactlessness, the findings proffer critical managerial and research insights.

The Effects of Risk Perceptions Related to Particulate Matter on Outdoor Activity Satisfaction in South Korea

In recent years, the Korean public has become aware of the form of air pollution known as particulate matter, with a consequent growth of public anxiety causing a negative risk perception about outdoor activity. This study aims at determining the causal relationship between risk perceptions about particulate matter and outdoor activity satisfaction in South Korea. An Internet survey was conducted with 412 people, and a structural equation model was used to perform confirmatory factor analysis. The statistically significant results show that the perceived risk of particulate matter is higher when people do not show interest in or trust public opinion or policy on the subject. This increases people’s perceptions of health risks, which in turn lowers their satisfaction with outdoor activity. Although trust levels in public opinion or policy had a positive impact on outdoor activity satisfaction, this was not statistically significant. These results are expected to contribute to risk communication guidelines in public opinion reporting and to the direction of environmental health policies in developing countries with high levels of air pollution, such as particulate matter.