Managing passengers’ experience through mobile moments

Inversini, A. (2017) Managing passengers’ experience through mobile moments. Journal of Air Transport Management, 62. pp. 78-81. ISSN 0969-6997 doi: 10.1016/j.jairtraman.2017.03.009

Abstract/Summary

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.

Item Type	Article
URI	https://reading-clone.eprints-hosting.org/id/eprint/75354
Identification Number/DOI	10.1016/j.jairtraman.2017.03.009
Refereed	Yes
Divisions	Henley Business School > Marketing and Reputation
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