Exploring Service Productivity Studies in the German Airport Industr
Claudia Lehmann explores service productivity from the providers, customer and operations perspective in the German airport industry using a solid empirical foundation. Available service productivity concepts, methods, measurements and their ability to ov
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Claudia Lehmann
Exploring Service Productivity Studies in the German Airport Industry
Markt- und Unternehmensentwicklung Markets and Organisations Series editors A. Picot, München, Germany R. Reichwald, Leipzig, Germany E. Franck, Zürich, Switzerland K. M. Möslein, Erlangen-Nürnberg, Germany
Change of institutions, technology and competition drives the interplay of markets and organisations. The scientific series ‘Markets and Organisations’ addresses a magnitude of related questions, presents theoretic and empirical findings and discusses related concepts and models. Edited by Professor Dr. Dres. h. c. Arnold Picot Ludwig-Maximilians-Universität München, Deutschland Professor Dr. Professor h. c. Dr. h. c. Ralf Reichwald HHL Leipzig Graduate School of Management, Leipzig, Deutschland
Professor Dr. Egon Franck Universität Zürich, Schweiz Professorin Dr. Kathrin M. Möslein Friedrich-Alexander-Universität Erlangen-Nürnberg & HHL, Leipzig, Deutschland
More information about this series at http://www.springer.com/series/12561
Claudia Lehmann
Exploring Service Productivity Studies in the German Airport Industry With a foreword by Prof. Dr. Kathrin M. Möslein
Claudia Lehmann Leipzig, Germany Dissertation HHL Leipzig Graduate School of Management / 2015
Markt- und Unternehmensentwicklung Markets and Organisations ISBN 978-3-658-23035-7 ISBN 978-3-658-23036-4 (eBook) https://doi.org/10.1007/978-3-658-23036-4 Library of Congress Control Number: 2018950044 Springer Gabler © Springer Fachmedien Wiesbaden GmbH, part of Springer Nature 2019 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors, and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. This Springer Gabler imprint is published by the registered company Springer Fachmedien Wiesbaden GmbH part of Springer Nature The registered company address is: Abraham-Lincoln-Str. 46, 65189 Wiesbaden, Germany
Foreword As organizations and markets are moving toward
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