Fodness, Dale; Murray, Brian - In: Journal of Services Marketing 21 (2007) 7, pp. 492-506
airports by conducting an empirical investigation into passengers' expectations for this service industry. Design …/methodology/approach – The paper is a qualitative exploration of the airport experience from the passengers' perspective was combined with a … – Qualitative and quantitative research on nearly 1,000 airport users provided results suggesting that passengers' expectations of …