Excellent airport customer service meets successful branding strategy

Joanne Paternoster

Journal of Airport Management, 2008, vol. 2, issue 3, 218-226

Abstract: Excellent customer service is the synergy created when an airport's ability to exceed its customers’ needs and expectations consistently matches its customers’ perception that their needs and expectations are well met.This is particularly challenging in the airport environment where, although many are responsible for the delivery of services, the customer and other stakeholders often hold the airport operator accountable for the level of service provided airport-wide. If airport management takes a strategic and holistic approach to customer service and airport branding, customer satisfaction with the airport experience can be significantly improved and airport net revenues can be tracked to show a direct relationship with increased customer satisfaction.

Keywords: customer service; airport branding; performance management; standards; employee engagement (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jam000:y:2008:v:2:i:3:p:218-226

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