Abstract
The purpose of this study was to investigate the current status of airport protocol services and analyze the protocol processes as an important element of service quality for enhancing VIP satisfaction. To this end, in-depth interview with 13 professionals from VIP room, protocol service agency, airlines and airport ground handling company were conducted. The experiences of participants were analyzed by systematic procedure of a grounded theory approach. Our analysis revealed 133 core concepts, 15 subcategories and 6 categories about airport protocols. In conclusion, airport service providers must focus on the shortest pathway and waiting time via cooperation to satisfy VIPs. In addition, systematic education and practical service manual are necessary to offer excellent airport protocols. This study will give meaningful resources to airport service fields and researchers interested in service management.
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