Subject category:
Production and Operations Management
Published by:
London Business School
Length: 14 pages
Data source: Field research
Share a link:
https://casecent.re/p/22466
Write a review
|
No reviews for this item
This product has not been used yet
Abstract
The case study describes BAA''s (British Airport Authority) experience in winning the contract for and running the retailing operation - the AirMail - at Pittsburgh airport. It also discusses the core capabilities of BAA, and its early international expansion to early 1997. The case describes BAA''s core competences in Europe at the time it is about to expand. It then describes in more detail the context of airport retailing and the regulatory environment in the US. A focus is on the distinctive nature of airport retailing and how BAA has developed their capabilities. The case can be used to address a number of areas of service operations, internationalisation and privatisation in services: retailing and international management; service design - focusing on how airport retailing is different from regular retailing; service guarantees, and a capability and process view of service management.
About
Abstract
The case study describes BAA''s (British Airport Authority) experience in winning the contract for and running the retailing operation - the AirMail - at Pittsburgh airport. It also discusses the core capabilities of BAA, and its early international expansion to early 1997. The case describes BAA''s core competences in Europe at the time it is about to expand. It then describes in more detail the context of airport retailing and the regulatory environment in the US. A focus is on the distinctive nature of airport retailing and how BAA has developed their capabilities. The case can be used to address a number of areas of service operations, internationalisation and privatisation in services: retailing and international management; service design - focusing on how airport retailing is different from regular retailing; service guarantees, and a capability and process view of service management.