Aligning the airport community to improve LAX guest satisfaction: Every journey begins with a very important first step

Barbara Yamamoto and Joanne Paternoster

Journal of Airport Management, 2017, vol. 11, issue 3, 243-257

Abstract: Los Angeles World Airports has launched an unprecedented and transformative culture change which, when implemented with its ambitious multi-billion dollar capital programme, will re-envision the LAX experience for millions of customers. The Los Angeles International Airport (LAX) community is setting the stage to create ‘LAXceptional Xperiences’ each day and every day. It is re-inventing LAX from the ‘inside-out’ as well as from the ‘outside-in’. This innovative coupling of unparalleled ‘outside-in’ re-building of facilities and infrastructure and a passionate commitment to ‘inside-out’ metamorphosis of how business, processes and invaluable airport people serve customers strives to usher in a new era for LAX and its customers that is as exciting as the iconic city it serves. Only in its second year, guest satisfaction key performance indicators have already shown improvement and it is only just the beginning.

Keywords: customer service; guest experience; culture change; airport brand; strategic roadmap; therapy dogs (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2017
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