Passenger experience and their implications for airports retail environment design

Livingstone, Alison Kate (2014) Passenger experience and their implications for airports retail environment design. PhD thesis, Queensland University of Technology.


This project develops new knowledge on the full range of activities and interactions that make up airport passengers' retail experiences. The practical application of this new knowledge will improve the design of airport retail environments and will, in turn, improve passenger experiences, leading to further growth in the airport retail market. The novel methodological approach developed allowed for a new and deeper understanding of how passengers actually experience airport retail environments. Four significant outcomes were discovered: (i) the categorisation of the full range of retail activities and interactions passengers actually undertake, (ii) a new understanding of how passengers use and experience their free airport time, (iii) two new passenger market segments, and (iv) two passenger retail experience tools, with these identifying the broad range of airport-specific factors which influence passengers retail experiences.

Impact and interest:

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725 since deposited on 02 Jul 2014
322 in the past twelve months

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ID Code: 72761
Item Type: QUT Thesis (PhD)
Supervisor: Popovic, Vesna & Kraal, Ben
Keywords: Airport Retail, Passenger Experience, Retail Design, Observational Methodology, Retail Experience Model
Divisions: Current > Schools > School of Design
Current > QUT Faculties and Divisions > Creative Industries Faculty
Institution: Queensland University of Technology
Deposited On: 02 Jul 2014 02:43
Last Modified: 08 Sep 2015 05:54

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