Airport & Airline Servicescape Design by Megan Capon https://padlet.com/meganncapon/ifahi2r8tfczf2gf Strategy 1 en-us 2022-03-25 14:52:04 UTC 2025-12-06 11:54:50 UTC hello@padlet.com https://padlet.net/icons/png/2708.png What is Servicescape? meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2113941349 According to Mari and Poggesi (2013), the term servicescape can be used to desrcibe the inital physical service environments that the consumer experiences within the airport terminal and onboard an airline. These physical characteristics can be both tangible and intangible and often contribute towards the consumers overall satisfaction and perceptions of quality within the service environment (Taheri et al., 2019). Elements such as accessibility, cleanliness and quality of facilities, alongside aesthetic features relating to interior design, and the overall atmosphere of the space which is built from the lighting, scent and music are all key contributers towards influencing the consumers overall satisfaction or dissatifaction levels within their airport experience (Taheri et al., 2019).]]> 2022-03-25 14:44:28 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2113941349 The Airport Terminal Servicescape meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2113945536 When considering the airport servicescape, it is important to consider the design elements in order to enhance the major contributing factors towards passenger satisfaction during their airport experience:
1. Creating a sense of place
2.Relaxation & Reduce anxiety 
3.Represent Destination

]]> 2022-03-25 14:46:42 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2113945536 Airline Designs meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2113967686 Within the servicescape design of an airline, there are a number of elements that contribute towards in-flight passenger satisfaction.

]]> 2022-03-25 14:58:59 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2113967686 1. Creating A Sense Of Place meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2113974979 Within this video I have created a presentation alongside an audio recording of myself explaining how creating a sense of place within both airports & airlines can enhance the overall passenger experience in relation to the servicescape design.
Real life case study examples have been used throughout.

]]> 2022-03-25 15:03:22 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2113974979 2. Relaxation & Reduce Anxiety & 3. Represent Destination meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2114070525 2022-03-25 15:57:13 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2114070525 Airport Experience Framework Model meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2114121218 The three main design servicescape strategies to reduce/enhance the sociological, psychological and service marketing & management outcomes percieved by consumers.]]> 2022-03-25 16:29:40 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2114121218 The future of plane designs? - The Blended Wing meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2114210488
  • More eco friendly & cheaper way of travelling 
  • the design eliminates the tail which has a large impact on fuel minimisation - The Blended wing body can benefit from 27% decrease in fuel consumption
  • If every airliner became blended wing body it could reduce world fossil fuel consumption by 26 billion gallon a year
  • Major aerospace companies such as Boeing, Nasa & Airbus have all shown large intrest in this new innovation
  • Existing evidence that the new model will work in terms of safety for passengers & crew is from the B2Spririt military aircraft
  • The X48 models have been designed and built on smaller scale to test effectiveness and to collect data
    • ]]>     2022-03-25 17:27:36 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2114210488     References meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2114350902 Barber, M. (2018) Airport architecture: the 14 most beautiful airports in the world. Curbed. Available at: https://archive.curbed.com/2017/5/25/15682130/best-airport-architecture [Accessed: 28 March, 2022].
     
    Baskas, H. (2019) My house smells like an airport. Yours can too. CNBC. Available at: https://www.cnbc.com/2019/07/26/my-house-smells-like-an-airport-yours-can-too.html [Accessed: 28 March, 2022].

    Bitner, MJ. (1992) 'Servicescapes: The impact of physical surroundings on customers and employees'. Journal of marketing. 56(2) pp. 57-71 [Online} Available at:https://journals.sagepub.com/doi/abs/10.1177/002224299205600205 [Accessed: 20 March, 2022].
     
    Bogicevic, V., Yang, W., Cobanolgu, C., Bilgihan, A. and Bujisic, M. (2016) 'Traveler anxiety and enjoyment: the effect of airport environment on travellers emotions'. Journal of Air Transport Management. 57 pp. 122-129 [Online] Available at: https://www-sciencedirect-com.ezproxy.herts.ac.uk/science/article/pii/S0969699715300697?via%3Dihub [Accessed: 30 March, 2022].
     
    Business Insider (2019) Inside Singapore Changi Airport's new $1.3 billion lifestyle hub. YouTube. Uploaded: 17 April, 2019. Available at: https://www.youtube.com/watch?v=G6-tFi2mXf4&t=83s [Accessed: 28 March, 20 March, 2022].
     
    Business Travler (2017) The majority of passengers see inflight wifi as a necessity. [Online] Available at: https://www.businesstraveller.com/business-travel/2017/07/26/majority-passengers-see-flight-wifi-necessity/ [Accessed: 1 April, 2022].
     
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    Eden, P (2021) The light fantastic: the continuing evolution of cabin LED lighting technologies. Aviation Business News.  Available at: https://www.aviationbusinessnews.com/cabin/the-light-fantastic-the-continuing-evolution-of-cabin-led-lighting-technologies/ [Accessed: 1 April, 2022].
     
    Flack, M. (1930) 'Air Sickness and Sea Sickness'. United Services Section. [Online] Available at: https://journals.sagepub.com/doi/pdf/10.1177/003591573102400542 [Accessed: 1 April, 2022].
     
    Found and Explained (2020) The aircraft seats of tomorrow - private cabins, bunk beds and standing seats! YouTube. Uploaded: 3 November, 2020. Available at: https://www.youtube.com/watch?v=Es89BsdB6a8 [Accessed: 1 April, 2022].
     
    Garcia, M (2016) Scents of place: Airlines apply aromas for passenger comfort. The Airline Passenger Experience Association. Available at: https://apex.aero/articles/scents-place-airlines-apply-aromas-passenger-comfort/ [Accessed: 1 April, 2022].
     
    Globe Trender (2018) Virgin Atlantic releases signature scent. [Online] Available at: https://globetrender.com/2018/03/21/virgin-atlantic-signature-scent/ [Accessed: 28 March, 2022].

    ITV (2019) 'Jet2.com's repeated use of Jess Glynne song leads to complaints'. ITV. 31 July, 2018. [Online] Available at: https://www.itv.com/news/2018-07-31/jet2-coms-repeated-use-of-jess-glynne-song-leads-to-complaints [Accessed: 1 April, 2022].
     
    London Image Institute (2020) Colour psychology: how do colours affect mood and emotions? [Online] Available at: https://londonimageinstitute.com/how-to-empower-yourself-with-color-psychology/ [Accessed: 1 April, 2022].
     
    Mari, M. and Poggesi, S. (2011) 'Servicescape cues and customer behaviour: a systematic litrature review and research agenda'. The Service Industries Journal. 33(2) pp.171-199 [Online] Available at: https://www.tandfonline.com/doi/full/10.1080/02642069.2011.613934?casa_token=JsxVxn3YQGYAAAAA%3AnqS8PAG-TgwuSrbsJwYnOyE1-HgaWEaZUp10M_SdQxqfNQ6mdojZVRd18fuNcykLy3OaLEvkbKp9Fzs  [Accessed: 20 March, 2022].
     
    Noviantoro, T. and Huang, J.P. (2021) 'Investigating airline passenger satisfaction: data mining method'. Research in transportation business & management. [Online] Available at: https://www.sciencedirect.com/science/article/pii/S2210539521001097 [Accessed: 1 April, 2022].
     
    Qatar Airways (2022) In-flight Entertainment. [Online] Available at: https://www.qatarairways.com/en-us/ife-homepage/discover.html# [Accesed: 1 April, 2022].
     
    Real Engineering (2021) The plane that will change travel forever. YouTube. Uploaded: 2 August, 2021. Available at: https://www.youtube.com/watch?v=59A8-rKRs-0 [Accessed: 16 March, 2022].
     
    Sadler, K. (2016) Music improves security check experience at London City Airport. International Airport Review. Available at: https://www.internationalairportreview.com/news/24348/music-security-check-london-city-airport/ [Accessed: 30 March, 2022].
     
    Taheri, B., Olya, H. and Ali, F. (2019) 'Understanding the influence of Airport Servicescape on traveler dissatisfaction and misbehaviour'. Journal of Travel Research. 59(6) pp.1008-10028 [Online] Available at: https://journals-sagepub-com.ezproxy.herts.ac.uk/doi/10.1177/0047287519877257 [Accessed: 20 March, 2022].
     
    The Travel Retail Awards. (2022) Best airport food and beverage offer. [Online] Available at: https://www.travelretailawards.com/fandb-award [Accessed: 28 March, 2022].
     
    Wattanacharoensil, W., Schuckert, M. and Graham, A. (2016) 'An airport experience framework from our tourism perspective'. Transport Reviews. 36(3) pp. 318-340 [Online] Available at: https://www-sciencedirect-com.ezproxy.herts.ac.uk/org/science/article/pii/S0144164722002689 [Accessed: 20 March, 2022].

    Wattanacharoensil, W., Schuckert, M., Graham, A. and Dean, A. (2017) 'An analysis of the airport experience from an air traveler perspective'. Journal of Hospitality and Tourism Management. 32 pp. 124-135 [Online] Available at: https://www-sciencedirect-com.ezproxy.herts.ac.uk/science/article/pii/S1447677017300281?via%3Dihub#bib59 [Accessed: 20 March, 2022].
     
    Watts, G., Khan, A. and Pheasant, R. (2016) 'Influence of soundscape and interior design on anxiety and perceived tranquility of patients in a healthcare setting'. Applied Acoustics. 104 pp. 135-141 [Online] Available at:https://www.sciencedirect.com/science/article/pii/S0003682X15003230?casa_token=M2F2b8aiEpQAAAAA:dwDeGiRlre2z9zAio_KPAy5KCeigarTO2IeYXnztAQnbtWzSRctwrg3PoJfWggvkQCgpXI4tt8Lo [Accessed: 30 March, 2022].
    ]]>     2022-03-25 19:09:44 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2114350902     The visual element meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2119669860
    Baku Heydar Aliyev International Airport - the architecutal designs allow for daylight to stream in through the external walls alongside giant wooden cocoons that house a variety of amenties throughout the airport. Each design element within this airport has a purpose for ensuring the overall design scape has a clean and clear space for passengers to freely roam around the terminal feeling relaxed (Barber, 2018).]]>     2022-03-29 15:55:02 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2119669860     'A special amenity that can't be seen' meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2119697938 Singapore Changi Airport - the award winning airport has a signature scent that offers fresh floral notes of orchid, damask rose and Asian spices alongside essential oils that is said to calm the nerves of passengers and lower blood pressure which in turn reduces the overall anxiety passengers may be experiencing throughout their airport journey (Baskas, 2019).]]> 2022-03-29 16:09:12 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2119697938 Airlines adopting Aromas meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2119732787 Singapore Airlines, Cathay Pacific and Virgin Atlantic are examples of airline carriers that are using bespoke and specially designed fragrances to create a signature scent to create lasting memories for consumers. Creating scents that have the inital aim of generating a clean and relaxed atmosphere for the consumer enhances the overall passenger experience as it allows individuals to calm the nerves and anxiety that can form throughout the variety of touchpoints within the airport servicescape.]]> 2022-03-29 16:26:51 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2119732787 Generating Income for airlines meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2119741426 The scent 'Air' designed by Virgin Atlantic is available to purchase by consumers in the form of a candle for £30 (GlobeTrender, 2018) - this is another way of generating non-aeronautical income for the airlines.]]> 2022-03-29 16:31:05 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2119741426 Implications/Limitations meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2119789688 According to Bogicevic et al (2016), airports have the ability to enhance the passenger experience by emphasising their design and scent aspects of terminal environments, however this relies highly upon the availability of high quality materials and equipment alongside symbolic decorations and architectural designs that convey a pleasurable and enjoyable experience for the passenger. The passenger experience is also very subjective and can be viewed in different perspectives based on each individual consumer needs and wants.]]> 2022-03-29 16:55:04 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2119789688 The impact of the natural environment meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2119836399 In 2019, Singapore Changi International Airport opened a new lifestyle hub called 'Jewel' which offers passengers nature themed entertainment alongside a retail complex to enhance the overall airport experience. 
    According to Donnelly (2021), the use of interior plants provides the necessary tranquility to overcome stress and anxiety. Within the natural environment, noises found within natural environment such as waterfalls and nature has also proven to provide a calming environment and stress reduction (Watts et al.,2016).    ]]>     2022-03-29 17:17:33 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2119836399     meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2120179643 2022-03-29 20:46:18 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2120179643 Music at security has a 'positive impact on relaxing the passenger' (Sadler, 2016) meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2120198636 https://www.internationalairportreview.com/news/24348/music-security-check-london-city-airport/]]> 2022-03-29 21:02:15 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2120198636 meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2120212241 In 2020 the 'Best Food & Beverage Offer at an Airport' award was launched with its latest winner being Tokyo Haneda Airport in 2021. 

    The passenger experience is defined by all aspects throughout the airport journey, with their satisfaction levels stemming from the airports food & beverage facilities - this award acknowledges this fast growing sector which is a crucial element of the passenger experience. ]]>     2022-03-29 21:14:36 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2120212241     meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2126660625 Here I have created a prezi to showcase my knowledge further in-depth in relation to what the drivers of inflight passenger satisfaction are, alongside real life examples that are expressed by industry practitioners. References for the prezi are within main reference list on Padlet.]]> 2022-04-02 18:14:02 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2126660625 Introduction meganncapon https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2153871283 2022-04-22 16:51:58 UTC https://padlet.com/meganncapon/ifahi2r8tfczf2gf/wish/2153871283