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• W2913193856 abstract "The perceptions ofcustomers regardingtheir service experiencesare keyelements for the successof any organization andairport infrastructures, as anyother service provider, are no exception. Thisarticle reflects, fromoriginal sources,about how,despitepassenger satisfactionisan important indicator ofperformancein the fieldof airport management, quality of serviceperceivedbypassengershas been neglectedbylong time. Starting from theanalysis of the importanceof this kind of infrastructureforthe development of airtransport and tourism, we proceed to describe the interactionof passengers withthe elements associated withthe quality of serviceand satisfaction. It also highlights the main results found in the related literature. The implications and future research perspectives are described in the concluding reflections.ResumenLas percepciones de los clientes en relación con sus experiencias de servicio son elementos claves para el éxito de cualquier organización y las infraestructuras aeroportuarias, como cualquier otro proveedor de servicios, no son la excepción. El presente artículo reflexiona, a partir de fuentes originales, sobre cómo, si bien la satisfacción de los pasajeros es un indicador importante del desempeño, en el campo de la gestión aeroportuaria, la calidad percibida del servicio por parte de los pasajeros ha sido desatendida por mucho tiempo. Partiendo del análisis de la importancia de estas infraestructuras para el desarrollo del transporte aéreo y del turismo, se procede a describir la interacción de los pasajeros con los elementos asociados a la calidad del servicio y la satisfacción. Asimismo, se da cuenta de los principales resultados presentes en la literatura relacionada. Las implicaciones y perspectivas futuras de investigación son planteadas en las reflexiones finales.ResumoAs percepções dos clientes sobre as suas experiências de serviço são elementos-chave para o sucesso de qualquer organização e infraestruturas aeroportuárias, como qualquer outro prestador de serviços, não são excepção. Este artigo reflete, a partir de fontes originais, como, embora a satisfação dos passageiros seja um indicador importante de desempenho no campo da gestão aeroportuária, a qualidade de serviço percebida pelos passageiros tem sido negligenciada por muito tempo. Partindo da análise da importância desta infraestrutura para o desenvolvimento do transporte aéreo e do turismo, procedemos a descrever a interação dos passageiros com os elementos associados à qualidade do serviço e à satisfação. Também realiza os principais resultados encontrados na literatura relacionada. As implicações e perspectivas futuras de pesquisa são levantadas nas reflexões finais." @default.
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• W2913193856 date "2016-12-18" @default.
• W2913193856 modified "2023-09-27" @default.
• W2913193856 title "The quality perceived of the service. An analysis of airport infrastructures" @default.
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• W2913193856 doi "https://doi.org/10.15665/dem.v15i1.1908" @default.
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