Maximising non-aeronautical revenues: Making the emotional connection

Peter Spurway

Journal of Airport Management, 2011, vol. 5, issue 2, 102-107

Abstract: For those personnel concentrating on non-aeronautical revenues, there is a very powerful reason to be very concerned with the emotional response that airports create: happy people spend more than unhappy people. This paper considers three areas: the connection between lower stress and higher spending; airport terminal ambience — the feel of the terminal building and who is responsible for the creation and maintenance of it; and finally, the human touch — how to keep the personal touch alive in an increasingly technical environment.

Keywords: airport concessions; customer service; emotional engagement (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2011
References: Add references at CitEc
Citations:

Downloads: (external link)
https://hstalks.com/article/4147/download/ (application/pdf)
https://hstalks.com/article/4147/ (text/html)
Requires a paid subscription for full access.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:aza:jam000:y:2011:v:5:i:2:p:102-107

Access Statistics for this article

More articles in Journal of Airport Management from Henry Stewart Publications
Bibliographic data for series maintained by Henry Stewart Talks ().