University of Tehran Press Interdisciplinary Journal of Management Studies 2981-0795 16 2 2023 04 01 Assessing the Antecedents and Dimensions of Air Passenger Experience (Case study: Iranian Airlines, Isfahan Airport) شناسایی عوامل زمینه‌ساز و ابعاد تجربه مسافر (مورد مطالعه: خطوط هواپیمایی ایران، فرودگاه اصفهان) 411 428 87563 10.22059/ijms.2022.337591.674909 EN Narges Rostamian Department of Management, Faculty of Administrative Sciences and Economics, University of Isfahan, Isfahan, Iran Bahram Ranjbarian Department of Management, Faculty of Administrative Sciences and Economics, University of Isfahan, Isfahan, Iran Arash Shahin Department of Management, Faculty of Administrative Sciences and Economics, University of Isfahan, Isfahan, Iran Azarnoosh Ansari Department of Management, Faculty of Administrative Sciences and Economics, University of Isfahan, Isfahan, Iran Journal Article 2022 01 17 Though the customer experience and its components are measured to define, the antecedents and dimensions of customer experience require a comprehensive assessment in developing countries such as Iran. For this purpose, 23 in-depth semi-structured interviews were conducted with the passengers of different Iranian airlines. In this attempt, seven dimensions of customer experience were identified – including sensory, emotional, cognitive, recognition, security, novelty, and relationship dimensions – through thematic analysis method. To identify the factors affecting the passenger experience, a list of factors was initially extracted from previous studies. The impact of the ambiance inside the airplane, marketing programs, staff, scheduling, planning and management actions, the scope of passenger choice, and physical facilities were extracted through the fuzzy Delphi method according to 10 experts’ views. The purposed method and the findings therein would contribute to the efforts of researchers and marketing practitioners, airline managers, and travel agencies in identifying the existing challenges in the airline industry besides planning to develop modern airline infrastructure and competitive differentiation. https://ijms.ut.ac.ir/article_87563_6550ea8137481339d31816d6ab4fbdd7.pdf