Service Productivity at Airports

Claudia Lehmann () and Kathrin M. Möslein ()
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Claudia Lehmann: HHL Leipzig Graduate School of Management (CLIC)
Kathrin M. Möslein: Friedrich-Alexander-Universität Erlangen-Nürnberg

Chapter 6 in Driving Service Productivity, 2014, pp 95-111 from Springer

Abstract: Abstract As the industry body IATA comments, there is at many airports a mismatch between profitability and efficiency and together with many researchers they argue for improvements to productivity measurement techniques and tools (Francis et al. 2002; International Air Transport Association, 2004; Jahns et al., 2007). In this chapter Claudia Lehmann and Kathrin M. Möslein examine the state of the art in determining airport productivity by academics on the one hand and on the other hand they empirically investigate how airport managers capture it in practice. Different airports differ strongly in their characteristics. Due to different ownership and regulatory structures, a diverse set of services and operating characteristics, the range of different locations close or remote to competing airports and areas of high population density, there is a high degree of quality differentiation and external constraints. All in all, the airport industry is very heterogeneous and diverse. In order to increase productivity and to stay competitive, airports need to be able to measure and to compare their performance with others as well as define and understand the best industry practices (Oum and Yu, 2004). The special characteristics of airports, however, lead to difficulties in measuring and comparing their performance.

Keywords: Service Quality; Total Factor Productivity; Service Level Agreement; Customer Group; Major Customer (search for similar items in EconPapers)
Date: 2014
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DOI: 10.1007/978-3-319-05975-4_6

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