Abstract
The nature of most enterprises is to serve their clients while expanding their market share, with success defined largely by the ability to demonstrate high performance. In the case of airports, financial performance is a particularly important criterion. But what does performance mean for the customer (i.e. the traveler) who uses the airport? Are airports truly prioritizing customer service? How seriously do airports treat their passengers as customers? The findings described in chapter 5.6 of this thesis indicate that from a consumer perspective, investigations regarding service productivity are considerably flawed.
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© 2019 Springer Fachmedien Wiesbaden GmbH, part of Springer Nature
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Lehmann, C. (2019). Introduction. In: Exploring Service Productivity. Markt- und Unternehmensentwicklung Markets and Organisations. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-23036-4_13
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DOI: https://doi.org/10.1007/978-3-658-23036-4_13
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Publisher Name: Springer Gabler, Wiesbaden
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Online ISBN: 978-3-658-23036-4
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