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Services and Relationship Marketing - Changi Airport

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Services and Relationship Marketing - Changi Airport
Online Assignment Submission

Birmingham Business School

Student ID Number:

Programme Of Study: Business Management with Industrial Placement

Module: Services and Relationship Marketing

Assignment Title: Services Marketing Assignment

Date and Time of Submission:

Please ensure that you complete and attach this Submission Form to the front of all work that is submitted online.

Before submission, please ensure that your name does not appear anywhere on your work, only your Student ID number.

By submitting your work online you are confirming that your work is your own and that you understand and have read the University’s rules regarding plagiarism and the consequences that will arise should you submit plagiarised work.

Content Page

1. Introduction
2. Definition of a Service and Services Provided at Changi Airport
3. Changi Airport and its Competitors
4. Changi Airport and its Environment
5. Technology in Changi Airport
6. Customer Relationship Marketing (CRM) at Changi Airport
7. Conclusion
References

1

1. Introduction

In Asia, air transport has developed more rapidly than in any other part of the world. This has resulted in the governments of Asian nations undertaking major expansion projects of their airports. However, an airport’s competitiveness is not determined simply by its size.


References: Airlinequality.com, (2014) The Official SKYTRAX 5-Star Airports | Global Airport Ranking [online] service quality: a hierarchical approach. Journal of marketing, 65 (3): 34—49 Changiairport.com, (2014) About Changi Airport - Changi Airport [online] Changiairport.com, (2014) Rethink Travel - Changi Airport [online]. Available from: http://www.changiairport.com/rethinktravel [Accessed 23 September 2014] Changi Airport Group, (2013) Annual Report 2012/2013. Business Operations Review. Singapore: Changi Airport Group Changi Airport Group, (2014) Changi Airport refreshes Changi Rewards programme Changi Airport Group, (2014) Changi Airport trials self-service initiatives Churchill Jr, G and Practice, 15 (4): 283--298 Dyché, J., 2001 Gilbert, D. and Wong, R. (2003) Passenger expectations and airline services: a Hong Kong based study Heracleous, L. and Wirtz, J. (2006) Biometrics: the next frontier in service excellence, productivity and security in the service sector Jeon, S. and Kim, M. (2012) The effect of the servicescape on customers’ behavioral intentions in an international airport service environment Mass.: MIT Press, 1974. Nia.sg, (2012) Park, Y. (2003) An analysis for the competitive strength of Asian major airports. Journal of Air Transport Management, 9 (6): 353—360 Reimer, A. and Kuehn, R. (2005) The impact of servicescape on quality perception. Rosenbaum, M. and Massiah, C. (2011) An expanded servicescape perspective. Journal of Service Management, 22 (4): 471—490 Shi Ning, T. (2013) Changi Airport is tops across industries. The Business Times Shostack, G Worldairportawards.com, (2014) World Airport Awards Survey Methodology [online]. Zeithaml, V.,Bitner, M. 2006. Services marketing. New York: McGraw-Hill. Zeithaml, V., Parasuraman, A. and Berry, L. (1985) Problems and strategies in services marketing
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