Abstract
The aviation industry has faced the formidable and unprecedented impact of the COVID-19 pandemic since 2020. This is of particular interest, given the impact of the COVID-19 pandemic on air travel, which has potentially influenced passenger’ perceptions of airport services on offer. By applying the construal level theory, this study used structural equation modelling to examine the perceptions of airport services' attributes among airport passengers before and during the COVID-19 era. The findings of this study showed significant differences among airport passengers regarding the perceptions of or preference for attributes within specific airport service categories (e.g., security, passport and personal ID control, and wayfinding) before and during the COVID-19 era. This study provides practical guidance and insights for airport managers to develop suitable airport services and products for passengers in different operating environments, and to cope better with passengers’ needs in the post-COVID-19 era and in response to any future pandemics.
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