SOS in the sky: Can technologies make airports ready for “take-off” again? : An exploratory case study of Frankfurt Airport

Sammanfattning: Background: The ongoing global pandemic has brought the aviation industry to its knees. The dramatic decline of passenger numbers is particularly noticeable at airports, such as Frankfurt Airport. Going from a new all-time record of 70,5 million passengers in 2019 to passenger numbers that were lastly reported in 1984, the airport has to re-evaluate the current servicescape to adapt to the new normal. With technologies being an integral feature of today’s society, airports and other service providers increasingly emphasize the use of technologies to enhance the customer experience.   Purpose: The purpose of this study was to develop an understanding of how technologies in the airport servicescape impact and reshape the customer experience during the pandemic age.   Method: An exploratory sequential mixed methods research based on a single case study was conducted to fulfill the purpose of this research. The qualitative data was collected through 13 semi structured online interviews aiming to explore how passengers perceive the airport servicescape and the influence of technologies during the pandemic age. Based on the themes and codes generated from the qualitative findings, as well as from previous literature, a theoretical framework was developed. With the help of this framework, the quantitative instrument (online survey) was developed aiming to explore if and which specific attributes of technologies impact and reshape the customer experience at Frankfurt Airport during Covid-19.   Conclusion: All technologies available at Frankfurt Airport were perceived as positive during Covid-19. Especially speed and convenience (easy usability) were the most striking technology-specific attributes for the overall customer experience at the airport. Yet, due to the decreased airport traffic and reduced personnel, the currently changed airport servicescape had an influence on the favorable technology perception and resulting customer experience. Thus, the customer experience was not solely impacted and reshaped by the technologies, but rather co-created by an interplay of technologies, employees, and safety measurements at the airport.