Understanding the Influence of Airport Servicescape on Traveler Dissatisfaction and Misbehavior

Underpinned by complexity theory, this study investigates whether the influence of social and physical servicescape on international travelers’ dissatisfaction and misbehavior differs between two characteristically different international airports in Iran. Partial least squares (PLS) and multi-group...

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Published inJournal of travel research Vol. 59; no. 6; pp. 1008 - 1028
Main Authors Taheri, Babak, Olya, Hossein, Ali, Faizan, Gannon, Martin Joseph
Format Journal Article
LanguageEnglish
Published Los Angeles, CA SAGE Publications 01.07.2020
SAGE PUBLICATIONS, INC
Subjects
Airports
Comparative analysis
Complexity theory
Customer satisfaction
Quality of service
Travel
Iran
complexity theory
servicescape
dissatisfaction
misbehavior
fuzzy-set qualitative comparative analysis
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Abstract Underpinned by complexity theory, this study investigates whether the influence of social and physical servicescape on international travelers’ dissatisfaction and misbehavior differs between two characteristically different international airports in Iran. Partial least squares (PLS) and multi-group analysis (MGA) were employed to test the conceptual model. The results revealed significant differences between the effects of physical servicescape on travelers’ dissatisfaction and misbehavior across both airports. However, the results did not support any differences between the effects of social servicescape on travelers’ dissatisfaction and misbehavior between both airports. Additionally, using fuzzy-set qualitative comparative analysis (fsQCA), this study identified multiple configurations of physical and social servicescape dimensions leading to traveler dissatisfaction and misbehavior. In doing so, the results highlighted the conditions leading to low traveler dissatisfaction and misbehavior scores, confirming the applicability of complexity theory in explaining international traveler behavior in airports, providing implications and directions for future research in the process.
AbstractList Underpinned by complexity theory, this study investigates whether the influence of social and physical servicescape on international travelers’ dissatisfaction and misbehavior differs between two characteristically different international airports in Iran. Partial least squares (PLS) and multi-group analysis (MGA) were employed to test the conceptual model. The results revealed significant differences between the effects of physical servicescape on travelers’ dissatisfaction and misbehavior across both airports. However, the results did not support any differences between the effects of social servicescape on travelers’ dissatisfaction and misbehavior between both airports. Additionally, using fuzzy-set qualitative comparative analysis (fsQCA), this study identified multiple configurations of physical and social servicescape dimensions leading to traveler dissatisfaction and misbehavior. In doing so, the results highlighted the conditions leading to low traveler dissatisfaction and misbehavior scores, confirming the applicability of complexity theory in explaining international traveler behavior in airports, providing implications and directions for future research in the process.
Author Olya, Hossein
Taheri, Babak
Gannon, Martin Joseph
Ali, Faizan
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  givenname: Martin Joseph
  surname: Gannon
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Snippet Underpinned by complexity theory, this study investigates whether the influence of social and physical servicescape on international travelers’ dissatisfaction...
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SubjectTerms Airports
Comparative analysis
Complexity theory
Customer satisfaction
Quality of service
Travel
Title Understanding the Influence of Airport Servicescape on Traveler Dissatisfaction and Misbehavior
URI https://journals.sagepub.com/doi/full/10.1177/0047287519877257
https://www.proquest.com/docview/2413904234
Volume 59
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