Improving customer satisfaction at Aéroports de Paris

Dominique Mary

Journal of Airport Management, 2015, vol. 9, issue 3, 206-209

Abstract: The staff at Aéroports de Paris (ADP) are known for their expertise in airport planning and building, however for years their customer service performance has been considered to be below par. For this reason, in 2008 it was decided to create a dedicated team in charge of managing a large programme aimed not only at improving customer satisfaction, but also at helping the company develop a customer-oriented attitude. This paper examines some of the key principles that have informed the team in charge of this programme.

Keywords: customer service; Aéroports de Paris; ADP; client satisfaction (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jam000:y:2015:v:9:i:3:p:206-209

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