Page 24 - Faculty Research Publication Booklet_Apr 2022_Mar 2023_Final

Chatterjee, S., Kittur, P., Vishwakarma, P.,

& Dey, A. (2023). What makes customers of

airport lounges satisfied and more?

Impact of culture and travel class.

Journal of Air Transport Management,

109,102384.

The study explores the relative importance of various service factors related to airport-lounge that reflects customer
satisfaction and recommendation behavior of the consumers, who are different in terms of their travel class and

culture. We use the airport-lounge review dataset comprising 2261 reviews on 786 lounges from 202 airports
between 2015 and 2019. Using construal level theory and expectation disconfirmation theory, we found the relative

importance of various service attributes, categorized into process-outcome and actual—intangible dimensions. We
also found the moderating roles of travel class and the cultural background of travelers of such relative importance.

The study is one of the pioneering studies on customer evaluations of airport-lounge service, a critical hospitality
service in the airline industry. The results help the airport-lounge managers in lounge service design, customer

segmentation, targeted communication, and customer relationship management.

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