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

Author

Listed:
  • Hinterholzer, Thomas
  • Garcia-Alonso, Arturo

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.

Suggested Citation

  • Hinterholzer, Thomas & Garcia-Alonso, Arturo, 2018. "Munich airport’s passenger experience management framework: Key success factors," Journal of Airport Management, Henry Stewart Publications, vol. 12(3), pages 272-282, June.
    • Handle: RePEc:aza:jam000:y:2018:v:12:i:3:p:272-282
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    More about this item

    Keywords

    passenger experience; Munich Airport; service quality; customer satisfaction; operational excellence; leadership innovation; continuous improvement;
    All these keywords.

    JEL classification:

    • R4 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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