Managing passengers’ experience through mobile moments

Alessandro Inversini

Journal of Air Transport Management, 2017, vol. 62, issue C, 78-81

Abstract: Travelers' experience is dramatically affected by the use of digital technologies. On the one side, travel companies use them to support management and marketing practices with the purpose of fostering efficiency and ultimately increase competitiveness. On the other side, travelers heavily rely on their digital devices to organize, personalize and to a certain extent ‘live’ their travelling experience. Within this scenario, mobile devices are seen from both ends as crucial mean for location and context based interactive communication. Mobile devices are here discussed as personalization tool for leisure air passengers' experiential journey in an airport starting from customers' journey analysis, along with information sources used within the whole journey.

Keywords: Customer journey; Mobile moment; Experience mapping (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (6)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:62:y:2017:i:c:p:78-81

DOI: 10.1016/j.jairtraman.2017.03.009

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