Munich airport’s passenger experience management framework: Key success factors

Thomas Hinterholzer and Arturo Garcia-Alonso

Journal of Airport Management, 2018, vol. 12, issue 3, 272-282

Abstract: It is well known that improving customer experience makes business sense. How to get there remains a mystery for many organisations striving for excellence in customer service and getting mixed results. Munich Airport’s performance might make customer service excellence seem easy. The reality is that, behind prestige and awards, there is a series of fundamental activities taking place that are often not mentioned in the media. These require work, dedication and motivation. This paper focuses on the key success factors that allow Munich Airport to remain ahead of the game in exceeding guests’ needs and expectations.

Keywords: passenger experience; Munich Airport; service quality; customer satisfaction; operational excellence; leadership innovation; continuous improvement (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jam000:y:2018:v:12:i:3:p:272-282

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