Abstract
As the industry body IATA comments, there is at many airports a mismatch between profitability and efficiency and together with many researchers they argue for improvements to productivity measurement techniques and tools (Francis et al. 2002; International Air Transport Association, 2004; Jahns et al., 2007). In this chapter Claudia Lehmann and Kathrin M. Möslein examine the state of the art in determining airport productivity by academics on the one hand and on the other hand they empirically investigate how airport managers capture it in practice.
Different airports differ strongly in their characteristics. Due to different ownership and regulatory structures, a diverse set of services and operating characteristics, the range of different locations close or remote to competing airports and areas of high population density, there is a high degree of quality differentiation and external constraints. All in all, the airport industry is very heterogeneous and diverse. In order to increase productivity and to stay competitive, airports need to be able to measure and to compare their performance with others as well as define and understand the best industry practices (Oum and Yu, 2004). The special characteristics of airports, however, lead to difficulties in measuring and comparing their performance.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Airports Council International (ACI). (2014). ASQ Survey. Retrieved January 15, 2014, from http://www.aci.aero/Airport-Service-Quality/About-ASQ/ASQ-Survey
ATRS. (2012). Global airport benchmarking report. Vancouver: Author.
Bundesverband der Deutschen Luftverkehrswirtschaft (BDL) e.V. (2013). Report Luftfahrt und Wirtschaft 2013. Retrieved January 15, 2014, from http://www.bdl.aero/de/bdl-reports/report-luftfahrt-und-wirtschaft-2013/
Dietman, N. (2008). Airport performance measurement: Kennzahlensystem zur Analyse und Bewertung von Flughafenprozessen. Berlin: Universitäts-Verlag der TU.
Doganis, R. (1992). The airport business. London, New York: Routledge.
Fodness, D., & Murray, B. (2007). Passengers’ expectations of airport service quality. Journal of Services Marketing, 21(7), 492–506.
Francis, G., Humphreys, I., & Fry, J. (2002). The benchmarking of airport performance. Journal of Air Transport Management, 8(4), 239–247.
Graham, A. (2005). Airport benchmarking: A review of the current situation. Benchmarking: An International Journal, 12(2), 99–111.
Graham, A. (2013). Managing airports: An international perspective (4th ed.). London: Routledge.
Grönroos, C., & Ojasalo, K. (2004). Service productivity: Towards a conceptualization of the transformation of inputs into economic results in service. Journal of Business Research, 57(4), 414–423.
Humphreys, I., & Francis, G. (2002). Performance measurement: A review of airports. International Journal of Transport Management, 1(2), 79–85.
International Air Transport Association (IATA). (2004). Airport Development Reference Manual (9th ed.). Montreal.
Jahns, C., Hartmann, E., & St. Schmidberger. (2007). Performance Measurement Systeme und Benchmarking als integrierter Ansatz zur Leistungsmessung der Flughafenlogistik - am Beispiel Ramp Services. In A. Wald, C. Fay, & R. Gleich (Eds.), Aviation Management. Aktuelle Herausforderungen und Trends. Berlin, Münster: Lit Verlag
Jessop, A. (1999). A multiattribute assessment of airport performance: 25th Euro working group on financial modelling of the Institute für Finanzierung und Finanzmarkte. Vienna.
Johnston, R., & Jones, P. (2004). Service productivity: Towards understanding the relationship between operational and customer productivity. International Journal of Productivity and Performance Management, 53(3), 201–213.
Oum, T. H., Yu, C. (2004). Measuring airports operating efficiency: A summary of the 2003 ATRS global airport benchmarking report. Transportation Research Part E: Logistics and Transportation Review, 40(6), 515–532.
Oxford Economics. (2011). Economic benefits from air transport in Germany.
Pathomsiri, S. (2007). Assessment of Airport productivity: Nonparametric directional output distance function approach and its robustness. Transportation Research Record: Journal of the Transportation Research Board, 2007(1), 28–36.
Schulz, A., Baumann, S., & Wiedenmann, S. (2010). Flughafenmanagement. München: Springer.
Sharma, V., Dwivedi, P., & Seth, P. (2011). Airports and productivity. International Journal of Aviation Management, 1(1/2), 105.
SKYTRAX. (2013). World Airport rating. Retrieved from http://www.skytraxresearch.com/Airports/apt_ranking.htm
XOVIS. (2012). Munich Airport selects Xovis to measure passenger flow and waiting times: Waiting time measurement at Munich Airport. Retrieved April 25, 2012 from http://www.xovis.com/en/index.php?section=news&cmd=details&newsid=12.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2014 Springer International Publishing Switzerland
About this chapter
Cite this chapter
Lehmann, C., Möslein, K.M. (2014). Service Productivity at Airports. In: Bessant, J., Lehmann, C., Moeslein, K. (eds) Driving Service Productivity. Management for Professionals. Springer, Cham. https://doi.org/10.1007/978-3-319-05975-4_6
Download citation
DOI: https://doi.org/10.1007/978-3-319-05975-4_6
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-05974-7
Online ISBN: 978-3-319-05975-4
eBook Packages: Business and EconomicsBusiness and Management (R0)