“I Am Here to Fly, but Better Get the Environment Right!” Passenger Response to Airport Servicescape

This study deploys environmental and positive psychology models to develop and test the influence of substantive and communicative staging of airport servicescape (i.e., SSoS and CSoS) on passengers’ emotional and subsequent behavioral responses. Furthermore, we examined the extent to which the strength of these associations is contingent upon passengers’ travel frequency (passengers’ familiarity with airport facilities and processes). The study’s sample (n = 387) was drawn from passengers departing from Shanghai Hongqiao International Airport (SHA). The results indicate that airport servicescape robustly engenders passengers’ positive emotion and satisfaction (with SSoS having more potent effects), facilitating intentions to repurchase, recommend, pay more, and partly, spend more. The interaction effects demonstrate that while pleasant CSoS induces higher satisfaction in frequent flyers, pleasing SSoS generates higher satisfaction in infrequent flyers. In addition, positive emotion appears more vital in predicting infrequent passengers’ behavioral intentions to repeat purchase, recommend, and pay more. Passenger satisfaction seems relevant for different passengers regarding their familiarity levels depending on the kind of behavioral response under consideration. Thus, satisfied frequent travelers are more inclined to repeat purchase and pay more; however, satisfied infrequent travelers are more likely to recommend and spend more at airport terminals. The summary, interpretation, and implication of the results conclude the study.