1234

Analyzing the Activities of Queuing and Moving

Delahaye, tienne and Donzeau-Gouge (2006, p. 62) said that queuing and moving are
important activities of the passengers on the airport as the passengers spend most of their times
in these activities. However, more detailed analysis of these activities needs to be carried out in
order to address the activities with focus. As the research was not able to get the video camera,
details of these activities could not be retrieved so that it will be understood what people did at
this times. the methodology that was used in this study is therefore, one of the reasons of not
assessing the way in which passengers spend their times while queuing and moving.
Passengers spend most of the processing times in queuing as reported by Blejcharova, Cheu and
Bina (2012, p. 241). However, the way on which this time is divided within the activity groups is
still not studied with focus. Jacobson (2012, p. 35) stated that it is important that the perceived
queuing time is decreased and in order to measure the impact in increase and decrease in the
queuing time, exploration of activities and queuing are important. Thus, future research must be
carried out in this area along with the investigation of communication methods from airport
management to passengers to undertake the preparatory activities when making or standing in
the queue.

Assessment of Consumption Activity

Hagen et al. (2014, p.10) found that besides being the part of passenger experience, consumption
activity is also profitable for the airports. However, complexity of this activity is discussed by
Hagen et al. (2014, p.11) that most of the researchers until now have focused only on the
spending by the passenger. However, through this research, it is revealed that the majority of
purchases by the passengers in the retail facilities are pre-planned. This means that the retail
facilities also need to adapt the consumption activity assessment with the ways in which these
facilities are advertised by these retailers. Blejcharova, Cheu and Bina (2012, p. 243) said that
the person who is accompanying the passenger plays an important role in need of affective
consumptive activities. Advancement in the research and exploration of the complex process of
consumptive activities is highly preferable as these not only retain but increase the profitability
earned from the retail environments within these airports.

Understanding Technology Effects

According to Sampigethaya and Poovendran (2011, p. 2), technology is the key to improve
processing operations in the airport. This is the reason that technology is incorporated in the
airport literature as Holy Grail that improves the passenger satisfaction. Currently, no technology
enables the passengers to use self-service at the airport (Sampigethaya and Poovendran, 2011, p.
5) but has increased gradually within coming years. Results generated from the current study can
be used to derive the introduction on technology effects. Pearson (2011, p. 22) also revealed that
the self-service processing is compromised when the staff interacts with the passenger on various
domains. Robert Horonjeff et al. (2010, p. 5) asserts that the relationship of the activity groups is
complex and can be highly affected by the technology. These interactions must be investigated in
order to understand the importance of technology on passenger experience. Few questions that
can be answered in this regard are the experience of the passenger for self-service technology in
order to proceed. It also reveals the passenger experience before self-service technology as an
important element in the future researches for airports.

Analyzing the Activities of Queuing and Moving

Delahaye, tienne and Donzeau-Gouge (2006, p. 62) said that queuing and moving are
important activities of the passengers on the airport as the passengers spend most of their times
in these activities. However, more detailed analysis of these activities needs to be carried out in
order to address the activities with focus. As the research was not able to get the video camera,
details of these activities could not be retrieved so that it will be understood what people did at
this times. the methodology that was used in this study is therefore, one of the reasons of not
assessing the way in which passengers spend their times while queuing and moving.
Passengers spend most of the processing times in queuing as reported by Blejcharova, Cheu and
Bina (2012, p. 241). However, the way on which this time is divided within the activity groups is
still not studied with focus. Jacobson (2012, p. 35) stated that it is important that the perceived
queuing time is decreased and in order to measure the impact in increase and decrease in the
queuing time, exploration of activities and queuing are important. Thus, future research must be
carried out in this area along with the investigation of communication methods from airport
management to passengers to undertake the preparatory activities when making or standing in
the queue.

Assessment of Consumption Activity

Hagen et al. (2014, p.10) found that besides being the part of passenger experience, consumption
activity is also profitable for the airports. However, complexity of this activity is discussed by
Hagen et al. (2014, p.11) that most of the researchers until now have focused only on the
spending by the passenger. However, through this research, it is revealed that the majority of
purchases by the passengers in the retail facilities are pre-planned. This means that the retail
facilities also need to adapt the consumption activity assessment with the ways in which these
facilities are advertised by these retailers. Blejcharova, Cheu and Bina (2012, p. 243) said that
the person who is accompanying the passenger plays an important role in need of affective
consumptive activities. Advancement in the research and exploration of the complex process of
consumptive activities is highly preferable as these not only retain but increase the profitability
earned from the retail environments within these airports.

Understanding Technology Effects

According to Sampigethaya and Poovendran (2011, p. 2), technology is the key to improve
processing operations in the airport. This is the reason that technology is incorporated in the
airport literature as Holy Grail that improves the passenger satisfaction. Currently, no technology
enables the passengers to use self-service at the airport (Sampigethaya and Poovendran, 2011, p.
5) but has increased gradually within coming years. Results generated from the current study can
be used to derive the introduction on technology effects. Pearson (2011, p. 22) also revealed that
the self-service processing is compromised when the staff interacts with the passenger on various
domains. Robert Horonjeff et al. (2010, p. 5) asserts that the relationship of the activity groups is
complex and can be highly affected by the technology. These interactions must be investigated in
order to understand the importance of technology on passenger experience. Few questions that
can be answered in this regard are the experience of the passenger for self-service technology in
order to proceed. It also reveals the passenger experience before self-service technology as an
important element in the future researches for airports.
Analyzing the Activities of Queuing and Moving
Delahaye, tienne and Donzeau-Gouge (2006, p. 62) said that queuing and moving are
important activities of the passengers on the airport as the passengers spend most of their times
in these activities. However, more detailed analysis of these activities needs to be carried out in
order to address the activities with focus. As the research was not able to get the video camera,
details of these activities could not be retrieved so that it will be understood what people did at
this times. the methodology that was used in this study is therefore, one of the reasons of not
assessing the way in which passengers spend their times while queuing and moving.
Passengers spend most of the processing times in queuing as reported by Blejcharova, Cheu and
Bina (2012, p. 241). However, the way on which this time is divided within the activity groups is
still not studied with focus. Jacobson (2012, p. 35) stated that it is important that the perceived
queuing time is decreased and in order to measure the impact in increase and decrease in the
queuing time, exploration of activities and queuing are important. Thus, future research must be
carried out in this area along with the investigation of communication methods from airport
management to passengers to undertake the preparatory activities when making or standing in
the queue.

Assessment of Consumption Activity

Hagen et al. (2014, p.10) found that besides being the part of passenger experience, consumption
activity is also profitable for the airports. However, complexity of this activity is discussed by
Hagen et al. (2014, p.11) that most of the researchers until now have focused only on the
spending by the passenger. However, through this research, it is revealed that the majority of
purchases by the passengers in the retail facilities are pre-planned. This means that the retail
facilities also need to adapt the consumption activity assessment with the ways in which these
facilities are advertised by these retailers. Blejcharova, Cheu and Bina (2012, p. 243) said that
the person who is accompanying the passenger plays an important role in need of affective
consumptive activities. Advancement in the research and exploration of the complex process of
consumptive activities is highly preferable as these not only retain but increase the profitability
earned from the retail environments within these airports.
Understanding Technology Effects
According to Sampigethaya and Poovendran (2011, p. 2), technology is the key to improve
processing operations in the airport. This is the reason that technology is incorporated in the
airport literature as Holy Grail that improves the passenger satisfaction. Currently, no technology
enables the passengers to use self-service at the airport (Sampigethaya and Poovendran, 2011, p.
5) but has increased gradually within coming years. Results generated from the current study can
be used to derive the introduction on technology effects. Pearson (2011, p. 22) also revealed that
the self-service processing is compromised when the staff interacts with the passenger on various
domains. Robert Horonjeff et al. (2010, p. 5) asserts that the relationship of the activity groups is
complex and can be highly affected by the technology. These interactions must be investigated in
order to understand the importance of technology on passenger experience. Few questions that
can be answered in this regard are the experience of the passenger for self-service technology in
order to proceed. It also reveals the passenger experience before self-service technology as an
important element in the future researches for airports.