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Managing passengers’ experience through mobile moments

Author

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  • Inversini, Alessandro

Abstract

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.

Suggested Citation

  • Inversini, Alessandro, 2017. "Managing passengers’ experience through mobile moments," Journal of Air Transport Management, Elsevier, vol. 62(C), pages 78-81.
    • Handle: RePEc:eee:jaitra:v:62:y:2017:i:c:p:78-81
    DOI: 10.1016/j.jairtraman.2017.03.009
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    Citations

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    Cited by:

    1. Lin-Lin Xue & Ching-Cheng Shen & Chun-Nan Lin, 2023. "Effects of Internet Technology on the Innovation Performance of Small-scale Travel Agencies: Organizational Learning Innovation and Competitive Advantage as Mediators," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 14(2), pages 1830-1855, June.
    2. Shih-Ling Lin & Tzu-Hsing Wen & Gregory S. Ching & Yu-Chen Huang, 2021. "Experiences and Challenges of an English as a Medium of Instruction Course in Taiwan during COVID-19," IJERPH, MDPI, vol. 18(24), pages 1-21, December.
    3. Halpern, Nigel & Mwesiumo, Deodat & Suau-Sanchez, Pere & Budd, Thomas & Bråthen, Svein, 2021. "Ready for digital transformation? The effect of organisational readiness, innovation, airport size and ownership on digital change at airports," Journal of Air Transport Management, Elsevier, vol. 90(C).
    4. Tuchen, Stefan & Arora, Mohit & Blessing, Lucienne, 2020. "Airport user experience unpacked: Conceptualizing its potential in the face of COVID-19," Journal of Air Transport Management, Elsevier, vol. 89(C).
    5. Varley, Peter & Schilar, Hannelene & Rickly, Jillian M., 2020. "Tourism non-places: Bending airports and wildscapes," Annals of Tourism Research, Elsevier, vol. 80(C).
    6. Halpern, Nigel & Mwesiumo, Deodat & Budd, Thomas & Suau-Sanchez, Pere & Bråthen, Svein, 2021. "Segmentation of passenger preferences for using digital technologies at airports in Norway," Journal of Air Transport Management, Elsevier, vol. 91(C).

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