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Maximising non-aeronautical revenues: Making the emotional connection

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  • Spurway, Peter

Abstract

For those personnel concentrating on non-aeronautical revenues, there is a very powerful reason to be very concerned with the emotional response that airports create: happy people spend more than unhappy people. This paper considers three areas: the connection between lower stress and higher spending; airport terminal ambience — the feel of the terminal building and who is responsible for the creation and maintenance of it; and finally, the human touch — how to keep the personal touch alive in an increasingly technical environment.

Suggested Citation

  • Spurway, Peter, 2011. "Maximising non-aeronautical revenues: Making the emotional connection," Journal of Airport Management, Henry Stewart Publications, vol. 5(2), pages 102-107, January.
    • Handle: RePEc:aza:jam000:y:2011:v:5:i:2:p:102-107
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    More about this item

    Keywords

    airport concessions; customer service; emotional engagement;
    All these keywords.

    JEL classification:

    • R4 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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