IDEAS home Printed from https://ideas.repec.org/a/aza/jam000/y2021v16i1p49-62.html
   My bibliography  Save this article

Metropolitan Airports Commission’s vision for customer-centric services and facilities at Minneapolis-St. Paul International Airport

Author

Listed:
  • Rief, Bridget M.

    (Vice President, Planning and Development, Metropolitan Airports Commission, USA)

  • Burke, Phil

    (Assistant Director, Customer Experience, Metropolitan Airports Commission, USA)

Abstract

Years ago, the Metropolitan Airports Commission (MAC) declared its vision is: ‘Providing your best airport experience’. To that end, MAC has been creatively determining strategies for how and where to provide enhanced services for not just the passengers, but for employees as well. By tapping into the passengers using the airport as well as the employees providing the service, the MAC formed a Customer Service Action Council (CSAC) to develop customer training, rewards programmes and a forum for discussing what MSP can do better to meet the needs for all. The MAC also tasked the airport development design teams to incorporate customercentric amenities into construction wherever they can to ease stress, enhance joy and create a facility that is equitable to the endless variety of passengers and employees. These two strategies, coupled with an overall attitude of infusing customer service into all things, has created the opportunities MAC needed to elevate the quality of the Minneapolis-St. Paul International Airport (MSP) facilities and boost ASQ scores. This paper describes the strategies which, although disrupted with the 2020 COVID-19 turndown, resulted in a pre-COVID four-year run of ASQ’s Best Airport in North America award for airports in the 25−40m passenger category.

Suggested Citation

  • Rief, Bridget M. & Burke, Phil, 2021. "Metropolitan Airports Commission’s vision for customer-centric services and facilities at Minneapolis-St. Paul International Airport," Journal of Airport Management, Henry Stewart Publications, vol. 16(1), pages 49-62, December.
    • Handle: RePEc:aza:jam000:y:2021:v:16:i:1:p:49-62
    as

    Download full text from publisher

    File URL: https://hstalks.com/article/6793/download/
    Download Restriction: Requires a paid subscription for full access.
    File URL: https://hstalks.com/article/6793/
    Download Restriction: Requires a paid subscription for full access.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    More about this item

    Keywords

    Customer service; accessibility; strategies; modernisation; art; sustainability;
    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

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aza:jam000:y:2021:v:16:i:1:p:49-62. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Henry Stewart Talks (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.