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Excellent airport customer service meets successful branding strategy

Author

Listed:
  • Paternoster, Joanne

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.

Suggested Citation

  • Paternoster, Joanne, 2008. "Excellent airport customer service meets successful branding strategy," Journal of Airport Management, Henry Stewart Publications, vol. 2(3), pages 218-226, April.
    • Handle: RePEc:aza:jam000:y:2008:v:2:i:3:p:218-226
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    More about this item

    Keywords

    customer service; airport branding; performance management; standards; employee engagement;
    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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