Traveler anxiety and enjoyment: The effect of airport environment on traveler's emotions

The physical attributes of service settings significantly influence customers' emotional responses and are used as critical differentiators among service providers. Following changes in the airport industry, this study aims to investigate the relationship between physical servicescape elements, a travelers' enjoyment and/or anxiety, and traveler satisfaction in the airport environment context. Two separate studies were conducted. The findings confirmed the validity of the instrument proposed in the first study. Six airport servicescape factors design, scent, functional organization, air/lighting conditions, seating, and cleanliness should be considered when evaluating traveler response. An SEM test suggested that airport design features and pleasant scent have a positive influence on traveler enjoyment, generating satisfaction. On the other hand, poor functional organization and inadequate air and lighting conditions are major predictors of traveler anxiety, which leads to low satisfaction. This study also provides valuable implications for airport design, organization and development. (C) 2016 Elsevier Ltd. All rights reserved.