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

Abstract

In 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 – and 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.