Managing passengers’ experience through mobile moments

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.

• Record URL:
  https://doi.org/10.1016/j.jairtraman.2017.03.009
• Record URL:
  http://www.sciencedirect.com/science/article/pii/S0969699716302551
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/oclc/31005945
• Supplemental Notes:
  • Abstract reprinted with permission of Elsevier.
• Authors:
  • Inversini, Alessandro
• Publication Date: 2017-7

Language

• English

Media Info

• Media Type: Digital/other
• Features: Appendices; Figures; References;
• Pagination: pp 78-81
• Serial:
  • Journal of Air Transport Management
  • Volume: 62
  • Publisher: Elsevier
  • ISSN: 0969-6997
  • Serial URL: http://www.sciencedirect.com/science/journal/09696997

Subject/Index Terms

• TRT Terms: Airports; Business practices; Competition; Customer service; Information dissemination; Smartphones
• Subject Areas: Aviation; Data and Information Technology; Terminals and Facilities;

Filing Info

• Accession Number: 01638868
• Record Type: Publication
• Files: TRIS
• Created Date: May 31 2017 2:17PM