Translating emotional insights into digital channel designs: Opportunities to enhance the airport experience

Straker, Karla & Wrigley, Cara (2016) Translating emotional insights into digital channel designs: Opportunities to enhance the airport experience. Journal of Hospitality and Tourism Technology, 7(2), pp. 135-157.

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The purpose of this study is to identify and understand the emotions behind a passenger’s airport experience and how this can inform digital channel engagements.


This study investigates the emotional experience of two hundred (200) passengers’ journeys at an Australian domestic airport. A survey was conducted which implemented the use of Emocards and an interview approach of laddering. The responses were then analysed into attributes, consequences and values.


The results indicate that across key stages of the airport (parking, retail, gates and arrivals) passengers had different emotional experiences (positive, negative and neutral). The attributes, consequences and values behind these emotions were then used to propose digital channel content and purpose of various future digital channel engagements.

Research limitations/implications

By gaining emotional insights airports are able to generate digital channel engagements, which align with passengers’ needs and values rather than internal operational motivations. Theoretical contributions include the development of the Technology Acceptance Model to include emotional drivers as influences in the use of digital channels.


This research provides a unique method to understand the passengers’ emotional journey across the airport infrastructure and suggest how to better design digital channel engagements to address passenger latent needs.

Impact and interest:

1 citations in Scopus
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ID Code: 94953
Item Type: Journal Article
Refereed: Yes
DOI: 10.1108/JHTT-11-2015-0041
ISSN: 1757-9880
Subjects: Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000) > DESIGN PRACTICE AND MANAGEMENT (120300) > Design Innovation (120302)
Divisions: Current > Schools > School of Design
Current > QUT Faculties and Divisions > Creative Industries Faculty
Copyright Owner: © 2016, © Emerald Group Publishing Limited.
Deposited On: 18 Apr 2016 23:55
Last Modified: 09 Mar 2017 22:52

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