Shaping and enhancing airport lounge experiences: the application of brand personality and image congruity theories
Purpose: In consideration of the lack of research regarding airline lounge customers’ behavior, the purpose of this study was to examine the relationships among brand personality, self-congruity, functional congruity, positive emotion, customer satisfaction and revisit intentions in airline lounges....
| Main Authors: | , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Emerald
2017
|
| Online Access: | http://psasir.upm.edu.my/id/eprint/63205/ http://psasir.upm.edu.my/id/eprint/63205/1/Shaping%20and%20enhancing%20airport%20lounge%20experiences.pdf |
| _version_ | 1848854736047964160 |
|---|---|
| author | Lee, Sanghyeop Chua, Bee-Lia Kim, Hyeon-Cheol Han, Heesup |
| author_facet | Lee, Sanghyeop Chua, Bee-Lia Kim, Hyeon-Cheol Han, Heesup |
| author_sort | Lee, Sanghyeop |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Purpose: In consideration of the lack of research regarding airline lounge customers’ behavior, the purpose of this study was to examine the relationships among brand personality, self-congruity, functional congruity, positive emotion, customer satisfaction and revisit intentions in airline lounges.
Design/methodology/approach: On the basis of theoretical associations among study constructs, a conceptual model was proposed and tested using the data collected from airline lounge patrons through an online survey.
Findings: The empirical results showed that brand personality was positively related to self-congruity. Self-congruity was significantly associated with positive emotions and functional congruity. In addition, functional congruity was significantly associated with positive emotions. This result also indicated that positive emotion significantly influenced customer satisfaction. The mediation tests showed that both self-congruity and functional congruity significantly affected customer satisfaction through positive emotion. Customer satisfaction was a significant predictor of revisit intentions within the context of airline lounges.
Practical implications: Overall, these results help airline lounge operators understand lounge travelers who become more demanding with regard to brand personality, self-congruity and functional congruity.
Originality/value: This research was the first to test the effectiveness of image congruity theory in the domain of airline lounges. Our findings contribute to the body of knowledge on customer behaviors in airline lounges and image congruity. |
| first_indexed | 2025-11-15T11:14:36Z |
| format | Article |
| id | upm-63205 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T11:14:36Z |
| publishDate | 2017 |
| publisher | Emerald |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-632052018-08-20T06:29:11Z http://psasir.upm.edu.my/id/eprint/63205/ Shaping and enhancing airport lounge experiences: the application of brand personality and image congruity theories Lee, Sanghyeop Chua, Bee-Lia Kim, Hyeon-Cheol Han, Heesup Purpose: In consideration of the lack of research regarding airline lounge customers’ behavior, the purpose of this study was to examine the relationships among brand personality, self-congruity, functional congruity, positive emotion, customer satisfaction and revisit intentions in airline lounges. Design/methodology/approach: On the basis of theoretical associations among study constructs, a conceptual model was proposed and tested using the data collected from airline lounge patrons through an online survey. Findings: The empirical results showed that brand personality was positively related to self-congruity. Self-congruity was significantly associated with positive emotions and functional congruity. In addition, functional congruity was significantly associated with positive emotions. This result also indicated that positive emotion significantly influenced customer satisfaction. The mediation tests showed that both self-congruity and functional congruity significantly affected customer satisfaction through positive emotion. Customer satisfaction was a significant predictor of revisit intentions within the context of airline lounges. Practical implications: Overall, these results help airline lounge operators understand lounge travelers who become more demanding with regard to brand personality, self-congruity and functional congruity. Originality/value: This research was the first to test the effectiveness of image congruity theory in the domain of airline lounges. Our findings contribute to the body of knowledge on customer behaviors in airline lounges and image congruity. Emerald 2017 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/63205/1/Shaping%20and%20enhancing%20airport%20lounge%20experiences.pdf Lee, Sanghyeop and Chua, Bee-Lia and Kim, Hyeon-Cheol and Han, Heesup (2017) Shaping and enhancing airport lounge experiences: the application of brand personality and image congruity theories. International Journal of Contemporary Hospitality Management, 29 (11). 2901 - 2920. ISSN 0959-6119 http://www.emeraldinsight.com/0959-6119.htm 10.1108/IJCHM-12-2015-0672 |
| spellingShingle | Lee, Sanghyeop Chua, Bee-Lia Kim, Hyeon-Cheol Han, Heesup Shaping and enhancing airport lounge experiences: the application of brand personality and image congruity theories |
| title | Shaping and enhancing airport lounge experiences: the application of brand personality and image congruity theories |
| title_full | Shaping and enhancing airport lounge experiences: the application of brand personality and image congruity theories |
| title_fullStr | Shaping and enhancing airport lounge experiences: the application of brand personality and image congruity theories |
| title_full_unstemmed | Shaping and enhancing airport lounge experiences: the application of brand personality and image congruity theories |
| title_short | Shaping and enhancing airport lounge experiences: the application of brand personality and image congruity theories |
| title_sort | shaping and enhancing airport lounge experiences: the application of brand personality and image congruity theories |
| url | http://psasir.upm.edu.my/id/eprint/63205/ http://psasir.upm.edu.my/id/eprint/63205/ http://psasir.upm.edu.my/id/eprint/63205/ http://psasir.upm.edu.my/id/eprint/63205/1/Shaping%20and%20enhancing%20airport%20lounge%20experiences.pdf |