Towards airport passenger experience models

Popovic, Vesna, Kraal, Ben, & Kirk, Philip J. (2010) Towards airport passenger experience models. In Proceedings of 7th International Conference on Design & Emotion, Spertus Institute, Chicago, Illinois.

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This paper reports on the study of passenger experiences and how passengers interact with services, technology and processes at an airport. As part of our research, we have followed people through the airport from check-in to security and from security to boarding. Data was collected by approaching passengers in the departures concourse of the airport and asking for their consent to be videotaped. Data was collected and coded and the analysis focused on both discretionary and process related passenger activities. Our findings show the interdependence between activities and passenger experiences. Within all activities, passengers interact with processes, domain dependent technology, services, personnel and artifacts. These levels of interaction impact on passenger experiences and are interdependent. The emerging taxonomy of activities consists of (i) ownership related activities, (ii) group activities, (iii) individual activities (such as activities at the domain interfaces) and (iv) concurrent activities. This classification is contributing to the development of descriptive models of passenger experiences and how these activities affect the facilitation and design of future airports.

Impact and interest:

1 citations in Scopus
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ID Code: 38095
Item Type: Conference Paper
Refereed: Yes
Keywords: design, passenger experience
Subjects: Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000) > DESIGN PRACTICE AND MANAGEMENT (120300)
Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > TOURISM (150600) > Tourist Behaviour and Visitor Experience (150606)
Divisions: Past > QUT Faculties & Divisions > Faculty of Built Environment and Engineering
Copyright Owner: Copyright 2010 Please consult the authors.
Deposited On: 08 Nov 2010 01:42
Last Modified: 23 Jun 2017 14:42

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