Introducing service solution concepts to airports

Abstract

A group of Finnish companies jointly built up new service concepts for the airport industry. This paper discusses this process of combining products and services into bundles or concepts for airports. The data were collected by the researchers involved in the process of building up the concepts and used their observations on the companies’ cooperation and actions. Flexible bundles allow customers to form reliable and integrated total solutions for their airport. The companies providing the bundles were typically looking for new business opportunities, increased sales and long-term customer relationships. The companies learned from each other's products and processes and developed mutual trust and commitment during the project. New partnership models were developed for the companies to be able to provide a holistic solution. Three concepts were developed during the project: winter conditions solutions, airport development and airside solutions. The developed concepts give customers access to a value network, ease their acquisition process, reduce the know-how required for every airport sector and reduce indirect costs. These kinds of concepts have been developed for the first time in the airport industry with multiple companies.