Despite the current economic downturn, Amsterdam Airport Schiphol expects that between 2020 and 2025 approximately 70 million people per year will use the Dutch airport. While the terminal complex has expanded tremendously over the past forty years, further options for expansion in the current geographical context are limited. Any solution must therefore fit within the contours of the existing terminal complex. The authors of this paper discuss the redesign program of the passenger process by answering their research question: to what extent does the program increase the efficiency of passenger service processes and the level of perceived service quality?
Co-written with Betty Samola
Bram is currently responsible for the book reviews of Aerlines. Furthermore, he works as a researcher at a research consultancy on methodology (participatory policy making, monitoring and benchmarking, statistical analysis) concerning innovation policy. Bram graduated (MSc) in Organization Studies at Tilburg University (2006). His thesis was about organizational strategies to handle regulatory institutional pressures towards sustainable development innovation in the aviation sector. Interests in aviation and air transport are driven from his educational background in Organization Studies: probably, there will be no other industry with such a lot inter-organizational collaborations and activities. One could think about the major airline alliances but also about co-operative projects between airlines and airports, governmental institutions and industry companies for technological product development. Furthermore, aviation is very dependent on contextual issues: not only economic factors play a role, but also social-political and geographical factors. Balancing on this dependency and management of contingencies is interesting in the eyes of an organization scientist. Contact Bram at bram.kaashoek@aerlines.nl.
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Despite the current economic downturn, Amsterdam Airport Schiphol expects that between 2020 and 2025 approximately 70 million people per year will use the Dutch airport. While the terminal complex has expanded tremendously over the past forty years, further options for expansion in the current geographical context are limited. Any solution must therefore fit within the contours of the existing terminal complex. The authors of this paper discuss the redesign program of the passenger process by answering their research question: to what extent does the program increase the efficiency of passenger service processes and the level of perceived service quality?
