Purpose – This study aims to validate a conceptual definition of airportscape and develop a multidimensional scale that integrates servicescape and service quality dimensions in order to comprehensively investigate airport service management. In addition, the study examines the structural relationships amongst airportscape, sense of place, airport image and destination image.
Design/methodology/approach – Covariance-based structural equation modelling has been employed. This study has collected the responses from 1,189 Thai respondents who had their experience in an international airport in the past 12 months.
Findings – Key findings reveal the set of three airportscape attributes which positively influenced the air traveller’s perceived sense of place. Four other dimensions were found to positively influence the airport image. The results also suggested the positive relationships amongst sense of place, airport image and destination image. Sense of place strongly predicted the destination image and airport image, and was found to be an important mediator of the relationship between airportscape dimension and perceived image variables
Originality/value – The study validates the airportscape scale and introduces “sense of place”, a concept that has not been objectively investigated in the airport context, and in relation to tourism. The findings provide insights to airport managers and tourism authorities by examining areas that highlight an airport’s sense of place and representation of the destination. The study also strengthens the theoretical link between airport and tourism knowledge, by showing that the airport’s sense of place can strongly influence airport image and destination image. The result ascertains that the airport can be a representative of a destination through the creation of a sense of place.