The effect of the servicescape on customers’ behavioral intentions in an international airport service environment

By Sunran Jeon, Min-Su Kim. 2012

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The effect of airport atmospherics on satisfaction and behavioral intentions: testing the moderating role of perceived safety (2017, background): “In the airport servicescape, safety features (i.e. fire equipment, safety signs, hazard detectors, and antiskid tools) are presented as a critical indicator of positive emotion (Jeon & Kim, 2012) and overall satisfaction (Bezerra & Gomes, 2015; Güres, Demirer, Aldemir, Tayfur, & Arslan, 2011).”
Understanding Airline Travelers’ Perceptions of Well-Being: The Role of Cognition, Emotion, and Sensory Experiences in Airline Lounges (2016, background): “In airport environments, Jeon and Kim (2012) reported that the functional factor (e.g. comfort), esthetic factor (e.g. color), safety factor (e.g. fire equipment), and social factor (e.g. service personnel behavior) of an international airport servicescape affected passengers’ positive emotions,…”
Role of Airport Physical Environments in the Satisfaction Generation Process: Mediating the Impact of Traveller Emotion (2016, background): “In airports, seating comfort was presented as a valid element in influencing passengers’ emotion (Edward, 2005; Jeon & Kim, 2012).”