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Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2)

School of Business, Korea Aerospace University, Goyang-si 10540, Korea
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Sustainability 2019, 11(15), 4171; https://doi.org/10.3390/su11154171
Received: 29 May 2019 / Revised: 30 July 2019 / Accepted: 31 July 2019 / Published: 2 August 2019
(This article belongs to the Special Issue Service Quality in Leisure and Tourism)
The purpose of this study is to analyze the effects of physical and social servicescapes on cognitive and affective satisfaction, as well as airport image, with gender as a moderating effect between variables. A total of 283 airport users were surveyed, and structural equation modeling was used to investigate the relationships between variables. The results showed that only physical servicescape had a significant effect on cognitive and affective satisfaction, and affective satisfaction had a significant effect on airport image. In addition, the gender differences indicated a significant effect between the physical servicescape and cognitive satisfaction. This study is distinct in that it is the first attempt to verify the relationship between airport physical servicescape, social servicescape, airport users’ cognitive and affective satisfaction, and airport image on gender differences. View Full-Text
Keywords: physical servicescape; social servicescape; cognitive satisfaction; affective satisfaction; airport image physical servicescape; social servicescape; cognitive satisfaction; affective satisfaction; airport image
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MDPI and ACS Style

Park, J.-W.; Ryu, Y.K. Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2). Sustainability 2019, 11, 4171. https://doi.org/10.3390/su11154171

AMA Style

Park J-W, Ryu YK. Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2). Sustainability. 2019; 11(15):4171. https://doi.org/10.3390/su11154171

Chicago/Turabian Style

Park, Jin-Woo, and Young K. Ryu. 2019. "Investigating the Effects of Airport Servicescape on Airport Users’ Behavioral Intentions: A Case Study of Incheon International Airport Terminal 2 (T2)" Sustainability 11, no. 15: 4171. https://doi.org/10.3390/su11154171

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