Abstract
This study was conducted to identify the constructs of an international airport servicescape and to assess the relationships among the servicescape of an international airport, emotional states, and behavioral intentions. The constructs of an international airport servicescape are identified as the ambient factor, functional factor, esthetic factor, safety factor, and social factor. The results of this study showed that functional factor, esthetic factor, safety factor, and social factor influence customers’ positive emotions, whereas the ambient factor and social factor affect customers’ negative emotions. Positive emotions, but not negative emotions, were shown to have a significant impact on behavioral intentions. Limitations and suggestions for future studies were addressed.
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Jeon, S., Kim, Ms. The effect of the servicescape on customers’ behavioral intentions in an international airport service environment. Serv Bus 6, 279–295 (2012). https://doi.org/10.1007/s11628-012-0136-z
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DOI: https://doi.org/10.1007/s11628-012-0136-z