Abstract
The study applies the spillover effect and complexity theories to examine the relationship between customers' service experience at the airports and their destination choice. Symmetrical and asymmetrical methods are proposed to test this relationship to reveal the complexity theory underlying the spillover effects. Symmetrical testing is manifested in structural equation modelling and regression analysis whereas the asymmetrical method in fuzzy-set qualitative comparative analysis. The data were collected from departure passengers in multiple airports in Australia and India. The results from symmetrical and asymmetrical testings differ significantly. A positive spillover effect is confirmed; however complex relationships are shown between customers’ service experience at the airports and their destination choice. Discussion and implications of the study findings are presented to conclude this paper.
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