Environment Factor Influences Service Performance

By Johnny Ch Lok and Johnny C.H. Lok

How to satisfy customer expectationfor passenger service at airportWhen one country's airport can satisfy passengers expectation to accept its service demand, then profitability and passenger number will be influenced to increase. So, airport management needs to focus on how to satisfy any passenger individual need or expectation when he/she needs to stay in whose country's airport for wait to either transferinf another airplance need to carrying on check in or check out in the country's airport immigration gate need in short time.However, because if the country's airport service can let its passengers feel happy, then they will be super spenders to spend airport staying longer time to consume or entertain in the country's airport. Moreover, it will bring any the country airport's retail shops or restaurante to earn more sale growth indirectly. So, any country airports need to consider how to bring excellent customer services for any passenger individual need in airport. Because its service behavior or performance will have indirect relationship to impact the county airport's any businesses and itself any parking, entertaining services income in airport." The concept of managing airport customer expectation on passenger service quality" will be any country airport's main aim. Basically, airport passengers' perception concern how the airport service staffs' service attitudes or performances influence how they feel either negative emotion, such as anger, dissatisfaction, irritation, neutrality or positive emotion, such as happy, satisfaction, pleasure, delight. So, when the airport passenger individual perception is better, then his expected to the country airport individual service staff level will be at the highest level, but if his service expectation is less than his expectation standard, then the airport passenger will dissatisfy with the lowest satisfaction level to be influenced the country airport's other any one service staff by the one airport service staff whose poor performance. Because any one of the country airport's service staff, every one will influence the country airport's image. Of every one has excellent service performance, then, it will let many different counties' passengers feel sympathetic emotion from their every one's behavior. Otherwise, if every one has or most service staffs have poor or not considerate ot not sympathetic service attitude to be let them to feel, then any one of them will let many itself airport's countries' passengers feel the country airport's image is poor. They won't like to spend long time to stay in the country airport, even their short time airport staying behaviors will influence the country airport's any retail shops or restaurants businesses sale growth to be reduced from their short staying time influence.In general, airport service staffs need to spend some time to answer any passengers' enquiries. So, how they answer their enquiries will influence how their achievement in order to raise the country airport's passengers satisfactions. It may lead a rise in different countries'passengers' loyalty and retention, therefore the country airport can increase many different countries passengers number when the repeating airport visitors, they prefer to choose to go to the country to travel again, due to its airport is attractive reason in possible. So, any country airport management ought have a policy from how the airport established desirable standard performance, measure it against actual performance to action taken once and revise any unachieved acceptable service level to the acceptable excellent passenger service performance in the country airport.

• Format: Paperback
• Language: English
• ISBN: 1676715843
• ISBN13: 9781676715849
• Release Date: December 2019
• Publisher: Independently Published
• Length: 540 Pages
• Weight: 3.24 lbs.
• Dimensions: 1.4" x 8.0" x 10.0"