Abstract
As part I and part III of this thesis showed the growth in passenger traffic volume, increased competition and growing demand for customer experience leavs airports with many challenges for the future, like escalating costs, constraints in revenue growth, and in many cases an increasing dissatisfied customer base. Those findings are supported by other authors like Coutu (2012/2013) and Lange et al. (2013).
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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_17
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DOI: https://doi.org/10.1007/978-3-658-23036-4_17
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