Taheri, B., Olya, H., Ali, F. et al. (1 more author) (2020) Understanding the influence of airport servicescape on traveler dissatisfaction and misbehavior. Journal of Travel Research, 59 (6). pp. 1008-1028. ISSN 0047-2875
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.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2019 The Authors. This is an author-produced version of a paper subsequently published in Journal of Travel Research. Uploaded in accordance with the publisher's self-archiving policy. Article available under the terms of the CC-BY-NC-ND licence (https://creativecommons.org/licenses/by-nc-nd/4.0/). |
Keywords: | Servicescape; dissatisfaction; misbehavior; complexity theory; Fuzzy-set Qualitative Comparative Analysis |
Dates: |
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Institution: | The University of Sheffield |
Academic Units: | The University of Sheffield > Faculty of Social Sciences (Sheffield) > Management School (Sheffield) |
Depositing User: | Symplectic Sheffield |
Date Deposited: | 21 Oct 2019 11:36 |
Last Modified: | 29 Apr 2021 17:01 |
Status: | Published |
Publisher: | SAGE Publications |
Refereed: | Yes |
Identification Number: | 10.1177/0047287519877257 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:152397 |
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