| Summary: | Emotions constitute a crucial element in understanding a service experience. When a service
experience is evaluated by airport visitors, their evaluation is influenced by their emotional
reactions. Furthermore, since emotions represent a primary source of human motivation,
positive emotions are likely to lead to positive responses, increased satisfaction and favourable
behaviour. These introductory statements give rise to the aim of this article, which is to explore
those service elements influencing visitors' emotions and, consequently, also their experiences
at an international airport. In order to achieve the aim, a questionnaire survey (N=490) was
conducted at an international airport in South Africa after which a factor analysis was performed
to identify the primary elements of the airport service environment that influence the emotions of
visitors. Structural equation modelling was then employed to test the significance of the
relationship between the service elements and the emotions of visitors. Five distinct service
elements were identified, namely Physical comfort, Amenities, Visitor facilities, Passenger
services and Accessibility. These elements further showed significant correlations with the
emotions of visitors. This research was the first of its kind conducted at an international airport
in South Africa and contributes significantly to management practices regarding specific
elements of an international airport environment, i.e. the emotions, experiences and behaviour
of international airport visitors.
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