An Analysis of Importance of Innovatice Behaviors of Ground Handling Human Resources in Ensuring Customer Satisfaction

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dc.contributor.authorTüreli N.Ş.
dc.contributor.authorDurmaz V.
dc.contributor.authorBahçecik Y.S.
dc.contributor.authorAkay S.S.
dc.date.accessioned2024-03-13T10:00:56Z
dc.date.available2024-03-13T10:00:56Z
dc.date.issued2019
dc.departmentİstanbul Beykent Üniversitesien_US
dc.description3rd World Conference on Technology, Innovation and Entrepreneurship, WOCTINE 2019 -- 21 June 2019 through 23 June 2019 -- -- 141488en_US
dc.description.abstractIn globalized world, organizations are developing new strategies to provide high value-added products/services to supply changing consumer demands. Organizations aim to maximize customer satisfaction by adopting these strategies to their important significant resource employees. The importance of customer satisfaction is increasing in aviation industry like in other sectors with the developing economy and changing technology. Ground handling service employee at airports is an important factor in customer satisfaction as well. The aim of this study is to identify the variables that determine the innovative work behaviors of the people who serve as the employees of the airport, airline or ground handling companies serving to the passengers, their baggage and cargo at the airport terminal providing customer satisfaction. This paper aims to stress the importance of innovative behaviors of ground handling service employee in order to reach first customer satisfaction and loyalty then to have sustainable development of the organization. It is given the factors in ground handling service employee to gain value in meeting the changing demands and needs of airport terminal services where innovative technology is at the forefront. It has been determined that the organizational factors, ground handling job factors-including team characteristics and relations- A nd individual factors can increase the impact of idea generation, idea promotion and idea realization which have positive affect on empowerment, value co-creation, customization and perceived quality resulted in passenger satisfaction. © 2019 The Authors. Published by Elsevier B.V.en_US
dc.identifier.doi10.1016/j.procs.2019.09.149
dc.identifier.endpage1087en_US
dc.identifier.issn1877-0509
dc.identifier.scopus2-s2.0-85076257496en_US
dc.identifier.scopusqualityN/Aen_US
dc.identifier.startpage1077en_US
dc.identifier.urihttps://doi.org/10.1016/j.procs.2019.09.149
dc.identifier.urihttps://hdl.handle.net/20.500.12662/2878
dc.identifier.volume158en_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.publisherElsevier B.V.en_US
dc.relation.ispartofProcedia Computer Scienceen_US
dc.relation.publicationcategoryKonferans Öğesi - Uluslararası - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectCustomer Satisfactionen_US
dc.subjectGround Handling Serviceen_US
dc.subjectInnovative Behaviouren_US
dc.titleAn Analysis of Importance of Innovatice Behaviors of Ground Handling Human Resources in Ensuring Customer Satisfactionen_US
dc.typeConference Objecten_US

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