... Seoul and various destinations physically, and they predominantly experienced intense emotions of curiosity, delight, pleasure and excitement. Moreover, the four realms, entertainment, education, escapism and aestheticism, were experienced through metaverse tours. The proposed model integrates the 4E...

... as influences in the use of digital channels. Originality/value This paper provides a unique method to understand the passengers’ emotional journey across the airport infrastructure and suggest how to better design digital channel engagements to address passenger latent needs. By creating emotionally...