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Improving customer satisfaction at Aéroports de Paris

Author

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  • Mary, Dominique

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.

Suggested Citation

  • Mary, Dominique, 2015. "Improving customer satisfaction at Aéroports de Paris," Journal of Airport Management, Henry Stewart Publications, vol. 9(3), pages 206-209, June.
    • Handle: RePEc:aza:jam000:y:2015:v:9:i:3:p:206-209
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    More about this item

    Keywords

    customer service; Aéroports de Paris; ADP; client satisfaction;
    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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