Proceedings of the 2nd International Joint Conference on Hospitality and Tourism, IJCHT 2022, 6-7 October 2022, Singaraja, Bali, Indonesia

Research Article

Airport Design Thinking: An Employee Perspective

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  • @INPROCEEDINGS{10.4108/eai.6-10-2022.2325697,
        author={Kom  Campiranon},
        title={Airport Design Thinking: An Employee Perspective},
        proceedings={Proceedings of the 2nd International Joint Conference on Hospitality and Tourism, IJCHT 2022, 6-7 October 2022, Singaraja, Bali, Indonesia},
        publisher={EAI},
        proceedings_a={IJCHT},
        year={2022},
        month={12},
        keywords={airport service design design thinking covid-19 thailand},
        doi={10.4108/eai.6-10-2022.2325697}
    }
    
  • Kom Campiranon
    Year: 2022
    Airport Design Thinking: An Employee Perspective
    IJCHT
    EAI
    DOI: 10.4108/eai.6-10-2022.2325697
Kom Campiranon1,*
  • 1: College of Innovation, Thammasat University
*Contact email: kom@citu.tu.ac.th

Abstract

Airports worldwide have been disrupted by several factors, including, but not limited to, competition between significant airport hubs, emerging technologies, outbreaks such as SARS and COVID-19, and the Ukraine conflict. Consequently, airports must redesign their passenger experience to successfully execute airport operations despite ongoing disruption. To cope with the challenges discussed above, several authors have suggested that design thinking is a problem-solving approach that can be employed. This paper is guided by the research question: How can airport employees utilize design thinking to design a better service in the post-COVID-19 era? It is envisaged that this paper will provide a unique perspective on airport design thinking and propose an agenda for future research.