https://padlet.com/bhattiqunain/q02ilms0ayu4gymw Made by Qunain Ali bhatti en-us 2022-05-04 20:16:23 UTC 2026-02-19 20:11:48 UTC hello@padlet.com bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2170547678 This is a theoretical framework which provides 4 components to consider during the creation of the passenger experience: 
- Sociological perspective
- Psychological perspective 
- Service marketing and management perspective
(Wattanacharoensil, W., Schuckert, M. and Graham, A., 2016.)

]]> 2022-05-04 20:16:23 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2170547678 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2170547682 It has been recognised that the role of the airport has been expanded to be much more than a utility. In order to better understand how the types of experiences within the airport impact passenger experience, Wattanacharoensil et al, have proposed a framework that can be used when creating or adding to this experience.]]> 2022-05-04 20:16:23 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2170547682 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2170547683 Loyd (2003) suggests that the airport space can have an impact on the social behaviour of passengers. Within the social perspective Wattanacharoensil et al suggests there are 2 vital contributers: 
- sense of place 
- social interaction ]]> 2022-05-04 20:16:23 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2170547683 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2170547684 It is crucial to understand how the enviroment of the airport contributes to the passengers mental wellbeing. This can be through three ways: 
- Airport Anxiety 
- Airport Fairness 
- Past memory ]]> 2022-05-04 20:16:23 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2170547684 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2170547685 These concepts are part of business management, which emphasises service quality to increase customer satisfaction This is regulated through service quality guidelines and criteria. 
(Correia, A. R et al., 2008)

]]> 2022-05-04 20:16:23 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2170547685 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2170728924 Technologies that allow passengers to produce services independent of front line employee assistance.]]> 2022-05-05 00:18:40 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2170728924 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2170756009 Data collection at Shanghai Hongqiao International Airport has found that there is a significant positive effect between airport SST performance and passenger satisfaction but that this is dependent on the passengers ability to use them.
The research suggests that airport staff are still a vital component in this process. Staff need to be trained to spot, approach and help struggling passengers.
Furthermore airport managers need to continously simplify this process.
(Antwi, C.O., Ren, J., Owusu-Ansah, W., Mensah, H.K. and Aboagye, M.O., 2021.)]]> 2022-05-05 00:51:36 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2170756009 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189015284 This an important factor as research has shown that airports have been considered 'non-places' (Auge, 1995) because they lacked identity and meaning. (Lloyd, 2003.)
The goal when creating the passenger experience is to create an identity for the airport through the physical environment, this includes:
- Interior design which uses the visual sense to enhance the tourist experience 
- Cultural activities that give the place meaning for the passenger 
- Local brands provide a sense of familiarity

]]> 2022-05-18 07:05:40 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189015284 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189015567 The interactions of the passengers with people take place in the form of: 
- passenger to passenger 
- passenger to airport personnel
It has been found that customer to customer interactions are the key contributers as this can affect vacation satisfaction. This can be done through increasing passenger participation within the airport through activities.]]> 2022-05-18 07:05:53 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189015567 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189202004 Apart from personal factors that may contribute to passengers experience, there are some environmental and situational factors that cause airport anxiety: 
1) fear of missing the flight
2) disruptive situations (weather or engine failure)
3) potential mishandling of functional processes (lost baggage)
4) highly restricted processes (immigration and security)
5) the idea of being in an aircraft (above the ground)]]> 2022-05-18 09:29:44 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189202004 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189209409 Fairness is subjective, however, the feelings of being treated unfairly/unjust is something that needs to be addressed in passengers because this is the cause of negative feedback for the airport and has an impact on customer loyalty. Three areas in specific affect this: 
1) overpriced products
2) mistreatment by authority 
3) unpleasant aiport physical condition
(McColl-Kennedy, J. R., & Sparks, B. A. 2003)]]> 2022-05-18 09:35:42 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189209409 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189224679 Past airport experiences of passengers affects traveller perception of the current experience. 
This may be because of its impact on passenger expectations and patience threshold (how much a passenger is willing to ignore considering their past experiences have been good). ]]> 2022-05-18 09:48:40 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189224679 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189387178 A Servicescape is a physcial environment where a service can take place. This concept was formed into a framework by Rosenbuam and Massiah (2011) that introduced servicescape as two dimentions
- the socially symbolic dimension (cultural experience)
- the natural dimension (a relaxing space)

The affect of these are to improve the aesthetic of the airport whilst helping stimulate the consumption of the passangers because of how the product makes them feel (experential consumption). (Prazeres, L., & Donohoe, H. 2014)]]> 2022-05-18 12:20:09 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189387178 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189404184 There is an ongoing debate regarding the value of face-to-face customer service interactions and the efficiency of self-service technology (SST) in Airport terminals. 
Face-to-face results in better relationships with customers, (Pugh, 2001) where as SSTs put the passenger in control and prevents human error based service failures (Meuter, 2003). ]]> 2022-05-18 12:31:46 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189404184 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189418927 Value co-creation is when the consumers are needed to initiate activities part of the service in order to receive the the value of it,
Value co-creation occurs in airports through the following 4 ways: 
1) SSTs
2) airport social networking forums
3) social network sites 
4) airport leisure activities. ]]> 2022-05-18 12:41:43 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189418927 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189456893 These are key components of the passenger experience. 
From the passenger perspective they are provided with convenience, the pleasant experience of shopping and a pass-time. This increases non-aeruonautical means of revenue for the airport and is the main driver for an increase in retail and commercial activities in airports (Graham, 2014). This directly impacts the other elements in the airport experience framework as the aiport has an increase budget for investment in airport design, SSTs etc.  ]]> 2022-05-18 13:06:33 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189456893 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189471213 Destination Image is a concept that frames the airport performance against the expectations of the passengers based on the 'image' of their destination. This is because studies have shown that the airport represents the destination (Kazda & Caves 2007). 
This requires research into what the destination's characterstics are perceived as so that this can be matched to the airport.]]> 2022-05-18 13:14:50 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189471213 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189513609 2022-05-18 13:38:14 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189513609 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189514699 Market segmentation is a key compenent for the aviation industry to understand it's customer base. This process involves organising the total customer base into significant subsets to then identify how their current market or target market can be reached through offers and specific communication styles (Avram, B., 2019.). 
Traditionally this has been based on (Shaw, 2007): 
 1. Purpose of trip and
 2. Frequency of travel 

Tranformation of this model has now expanded to human characteristics assuming that people’s general attitude and behaviours are translate to their behaviours as passengers (Persson, 2013). ]]> 2022-05-18 13:38:48 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189514699 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189540117 Research has shown that there is: 
1) an inverse relationship between passenger time sensitivity and engagement 
2) a direct relationship between passemger time sensitivity and proficiency 
This helped develp a new model for passeger segmentation basd on degree of engagement. 
(Harrison, Popovic, and Kraal 2015).]]> 2022-05-18 13:53:37 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189540117 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189587900 Research has highlighted the importance of understanding airport users and streamlining initiatives accordingly. 
There is a debate regarding airport retail expansion vs efficiency driven airport design. 
Looking at future trends, it is likely that air travel will become more common (IATA 2012)  and so this will see an increase in frequent travellers which may increase the need for efficiency and decrease patient engagement. Hence it is suggested that in the future airport design should be targetted at the efficiency lover passenger segment. 
(Harrison, Popovic, and Kraal 2015).]]> 2022-05-18 14:20:56 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189587900 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189624375 2022-05-18 14:41:18 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189624375 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189644290 Research has shown there are
Process related activities: activities passengers have to carry out- these occur at domain interaction points e.g. security screening
Discretionary Activities: Activities that the passenger does of their choice. There are 2 types of discretionary activities 
1) trip-related discretionary activities (things that are needed for the trip e.g. currency exchange)
2) preplanned/informal activities (shopping, browsing and eating). 
It is important to note that people complete their processing and trip-related activities before their informal activities, therefore, to increase passenger engagement with informal activities, processing time must be reduced.
(Popovic, Kraal and Kirk., 2010)]]> 2022-05-18 14:53:37 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189644290 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189681935 AirPortr is a london-based same-day luggage delivery service. The service collects your bags from a pick-up location of your choice (home, or office) up to 24hrs before theflight. Passengers can track their luggage online due to digitial bag tag receipts.  
(AirPortr - Your bags checked-in from home, 2022)

They 
(British Airways, 2022)]]> 2022-05-18 15:14:11 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189681935 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189685574 Ownership: Passengers in airports have to carry bags everywhere in the airport and this impacts their discretionary activities. 
Group Activities: when travelling as part of a group, passengers wait for their group to reform at each processing step before proceeding to the next. This can obstruct passenger flow. Hence, a specific space should be created out of the way of passenger flow dedicated to group reformation. 
(Harrison, Popovic, and Kraal 2015).

]]> 2022-05-18 15:16:14 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189685574 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189763082 Sociological: Reduced processing time allows time for passenger engagment in airport activities which can incease sense of place and result in positive social interactions. The partnership with British Airways may also provide a sense of familiarality which can reduce anxiety. 
Psychological: This reduces aiport anxiety by minimising interaction and allowing passangers to track their luaggage for peace of mind.
Service management and marketing: This service streamlines the passenger journey as passengers can  avoid baggage check-in queues and move through the airport without carrying luggage. This reduces processing time and increases time available for discretionary activities which may increase retail revenue. 

limitations: the lack of control over this process may increase anxiety for some people, especially first time users, and these are an extra cost to the passenger which can be a detterent. ]]> 2022-05-18 16:01:23 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189763082 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189791478 A study provides a model of how a bag free airport can be acheived by adopting baggage collection services, using London City Airport as a case study. 
The results showed that with the proposed model carbon emmissions can be reduced by 290.20 tonnes annually if 10% of passangers use the baggage collection service by 2025.  
(Jiang, Y et al., 2021)

]]> 2022-05-18 16:18:04 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189791478 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189826720 2022-05-18 16:39:53 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189826720 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189838744 Impact: Faster check-in and shorter queues have a positive impact on customer satisfaction. 
Socialological: decrease waiting times can decrease frustration and hence lead to more patient passengers.
Psychological: the frustration of being unable to function the technology and the lack of human contact may increase anxieties of travellers and produce a negative association with the company/airport.
Service Encounters: SSTs have provided more control over service delivery, they are convenient for both customers and airlines and reduce airline costs.
(Drennen, H., 2011.)]]> 2022-05-18 16:47:37 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189838744 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189839516 2022-05-18 16:48:07 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189839516 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189840442 2022-05-18 16:48:40 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189840442 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189844245 2022-05-18 16:50:43 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189844245 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189893194 The major benefit of using inflight entertainment is that it reduces psychological stress from the anxiety about being off the ground, however, there is a limitation as customers are demanding entertainment in low cost carriers that cannot afford to implement the expenses of the systems as well as maintenance and media liscensing as well as continually updating systems to keep up with technology. ]]> 2022-05-18 17:22:31 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189893194 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189894765 A study showed four major items affect the intention of using in-flight Wi-Fi service.
1) ease of use
2) voluntariness of utilitarian motivations (practicality)
3) enjoyability
4) excitability of hedonic motivations
Results showed that in-flight Wi-Fi service had more impact from hedonic motivations on intentions than utilitarian motivations, so it is more fun than useful.
(Jin and Kim 2021)]]> 2022-05-18 17:23:36 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189894765 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189907189 2022-05-18 17:31:37 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189907189 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189909702 Christmas is a festive time and this should be reflected in the airport atmosphere to portray cultural awareness and provide sense of place]]> 2022-05-18 17:33:23 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189909702 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189971699 Mauter et al (2003) describes how passengers do not see value in a number of airport fundamental processes (e.g. check-in, security, immigration, and boarding) and hence these processes cause frustration. 
The use of SST can be seen to offer value, because it removes  long queues, bad service encounters etc. 
Most importantly it allows passengers to have control over their transactions, save time, and enhances self-efficacy. ]]> 2022-05-18 18:12:36 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189971699 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189980864 2022-05-18 18:18:40 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189980864 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189981638 Interior design which uses the visual sense to enhance the tourist experience, provides a sense of place and creates a prominent destination image, reflecting the advanacement of technology in singapore and reflects the cities architecture. ]]> 2022-05-18 18:19:12 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2189981638 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2190066981 A study showed that passengers can be made favourable towards low cost airlines by providing adequate levels of in-flight physical surroundings, which includes basic amenities for in-flight entertainment e.g. magazines, newspapers, tv screen. (Han, 2013)

Another study stated that although in flight entertainment enhances airline serrvice, image and brand, it is not a substitute for poor servirces in other areas (Alamdari, 1999)]]> 2022-05-18 19:21:33 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2190066981 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2190100835 Most airlines charge a small fee which deters people from using it and overloading the network. Some airlines offer free wifi for a limited time but in 2017, JetBlue was the first major carrier to offer free Wi-Fi fleet wide, in partnership with Viasat. The service was described as reliable and fast, even without a charge to keep bandwidth demand down. (Fortune. 2022.)]]> 2022-05-18 19:50:33 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2190100835 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2190103268 British Airways has Wifi packages ranging from £1.99 to £21.99 depending on usage and length of flight. 
(British Airways, 2022)

]]> 2022-05-18 19:52:53 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2190103268 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2190177364 A study was published presenting a novel in-flight entertainment system with camera modification.
They have proposed this for the purpose of passenger to passenger communication. Especially with families in mind that need to communicate or for parents to moniter children when seperated by seating arrangements.
(Leonard et al 2017)

Although this would increase social interaction this may increase anxieties of travellers, or some may feel this is unjust as it may be seen as an invation of privacy. ]]> 2022-05-18 21:09:19 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2190177364 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2190185789 This  increases passenger interaction with empployees and other passengers, which can increase passenger satisfaction.
The main benefit of one off events such as these, is that it creates a unique experience, which creates a postive memory in passengers.]]> 2022-05-18 21:19:07 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2190185789 bhattiqunain https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2190188752 The main limitation to airport interior design and creating servicescapes is affordability and logistics. When creating a new space it is easier to update architecture to make them more user friendly and visually apealing however renovating an already functioning airport is more difficult.]]> 2022-05-18 21:22:43 UTC https://padlet.com/bhattiqunain/q02ilms0ayu4gymw/wish/2190188752