Putting the joy back into the airport experience: Can social networking platforms make a genuine contribution to increasing commercial revenues and engaging customers?

Shashank Nigam, Robert Cook and Craig Stark

Journal of Airport Management, 2011, vol. 6, issue 1, 7-11

Abstract: Airports today need to engage their customers, not just to gain insights and offer them better services, but also to optimise their non-aeronautical revenue strategies. Social technologies are well suited for achieving these goals. But it is not about the tools like Facebook or Twitter, but rather about building a sustainable strategy that achieves key business goals. This paper identifies key issues for consideration and case studies from around the world to guide airports in engaging customers profitably.

Keywords: airport marketing; airport branding; social media; Web 2.0; Facebook; Twitter; non-aeronautical revenue; customer engagement (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jam000:y:2011:v:6:i:1:p:7-11

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