ABSTRACT
Turbulent competitive dynamics in the airport business are forcing all players to reengineer their strategies as the only way to maintain long-term viability. Start-up of greenfield airports or the conversion of former military ones; deregulation processes in former monopoly ‘cash-cows’, like ground handling; growing competitive pressures from the likes of high-speed trains as well as videoconferencing; all of these combined elements mean that today market-based ingenuity has become crucial for airport enterprises. The adoption of a ‘customer-centred’ approach is capable of creating more satisfied customers which may be considered an effective basis to counteract both intra-industry and inter-value chain attacks.
