The provision of service information for public transport

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Airline types

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Airport marketing

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Airport digital passenger journey

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Airport service quality and passenger satisfaction : the impact of service failure on the likelihood of promoting an airport online

Based on the analysis of 2278 online passenger ratings of airports worldwide, this study uses a standard multinomial logit model to determine the likelihood of a passenger being a promoter of an airport when a service attribute has failed, controlling for several passenger and airport characteristics. Results show that failures associated with airport staff and queueing times are most likely to reduce the probability of a passenger being a promoter of an airport. Failures associated with airport shopping and wifi service are least likely to do so. More importantly, the failure of any service attribute in this study significantly reduces the probability of a passenger being a promoter of an airport. This suggests that all parts of the airport value chain are likely to suffer when a service attribute fails. Passenger and airport characteristics included in this study do not add significant explanation to whether a passenger becomes a promoter. Keywords: airport service quality, service failure, online ratings, airport value chain, passenger satisfactionpublishedVersio

A working holiday: From home to destination with a guide dog

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Travelling with a Guide Dog: Experiences of People with Vision Impairment

There is considerable research on people with vision impairment (PwVI) in the transport, travel and tourism sectors, which highlights the significance of real-time information and consistency in services to accessibility. Based on interviews with guide dog owners in the United Kingdom, this paper contributes an additional dimension to our understanding of transport accessibility for PwVI by focusing specifically on guide dog owners’ experiences in the travel and tourism sector. A guide dog is more than a mobility tool, but a human–dog partnership that improves the quality of life for PwVI; however, it also introduces constraints related to the dog’s welfare and safety. Further, lack of understanding of guide dog owners’ rights to reasonable accommodation leads to discrimination through service refusals and challenges to service access. This paper concludes that the limited and inconsistent public knowledge of disability diversity has serious ramifications for transport accessibility and suggests specific industry and legislative interventions in response.publishedVersio

Factors affecting airport route development activity and performance

Airports have become increasingly active in route development as a means of attracting, growing and retaining air services. However, little is known about the different levels of route development activity at airports, or the extent to which route development activity affects performance. Based on the findings of a survey of 124 airports worldwide, this study finds that larger airports are significantly more active than smaller airports. It also finds that private airports are more active than public airports, and that airports in Europe are more active than airports in other world regions, although differences according to ownership and location are not significant. Route development activity has a significant positive effect on performance. Factors associated with the airport business environment (market turbulence, competitive intensity, market growth and airport constraints) were not found to have a significant moderating effect on the relationship between route development activity and performance. However, two factors were found to have a significant direct effect on performance; market growth has a significant positive effect while airport constraints have a significant negative effect

An exploratory and confirmatory composite analysis of a scale for measuring privacy concerns

This paper reports a confirmatory composite analysis of a scale for measuring privacy concerns, and the effect of privacy concerns on the willingness to provide personal data. The analysis is based on 468 survey responses, divided into two contexts: airport digital services and online retail services. Results from both contexts confirm that privacy concerns consist of a third-order construct comprising two-second order constructs (interaction management and information management) and a first-order construct (awareness). The effect of privacy concerns on the willingness to provide personal data is higher in the airport digital context than in the online retail context. Also, the relevance of the three dimensions varies by context. Thus, researchers must carefully consider their research context and include items for the most relevant dimensions of privacy concerns in measurement models. Likewise, managers must prioritise dimensions of privacy concerns according to their business context. Keywords: privacy concerns scale, confirmatory composite analysis, partial least squares path modelling, airport management, online retailpublishedVersio

Ready for digital transformation? The effect of organisational readiness, innovation, airport size and ownership on digital change at airports

This study investigates the effect of organisational readiness, innovation and airport size and ownership on digital change at airports. Data is collected from a survey of managers at 94 airports worldwide and analysed using partial least squares structural equation modelling. Organisational readiness is found to have a direct effect on digital change. Organisational readiness also has a direct effect on innovation, which subsequently affects digital change. Airport size has a direct effect on digital change while the effect of ownership is not significant. The findings show that successful development of organisational readiness can be used to speed up the rate of innovation needed for digital change at airports. Keywords: innovation, organisational readiness, technology, digital transformation, airportspublishedVersio