Ground handling services at European hub airports: Development of a performance measurement system for benchmarking

International Journal of Production Economics

Volumn 117, Issue 1, 2009, Pages 104-116

  Schmidberger, Stephan ^a   Bals, Lydia ^b   Hartmann, Evi ^a   Jahns, Christopher ^a  

^a EBS BUSINESS SCHOOL   (Germany)

^b Department of International Economics and Management   (Denmark)

Author keywords

Action research; Benchmarking; European union (EU); Ground handling; Hub airports

Indexed keywords

BENCHMARKING; COMPETITION; OCEANOGRAPHIC EQUIPMENT; SUPPLY CHAINS;

ACTION RESEARCH; AIRPORT LOGISTICS; BENCHMARKING ACTIVITIES; COMPETITIVE ADVANTAGES; EUROPEAN UNION (EU); EUROPEANS; GROUND HANDLING; GROUND HANDLING SERVICES; HUB AIRPORTS; PERFORMANCE MEASUREMENT SYSTEMS;

AIRPORTS;

EID: 58049192818     PISSN: 09255273     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijpe.2008.10.006     Document Type: Article

References (111)

1. Abbott M., and Wu S. Total factor productivity and efficiency of Australian airports. The Australian Economic Review 35 3 (2002) 244-260
2. Adler N., and Berechman J. Measuring airport quality from the airlines' viewpoint: An application of data envelopment analysis. Transport Policy 8 (2001) 171-181
3. Air Transport Association, 2006. ATA Economic Report 2006. Air Transport Association of America, Washington, DC.
4. Albers S., Koch B., and Ruff C. Strategic alliances between airlines and airports. Journal of Air Transport Management 11 2 (2005) 49-58
5. Altrichter H., Kemmis S., McTaggart R., and Zuber-Skerritt O. The concept of action research. The Learning Organization 9 3 (2002) 125-131
6. Alvesson M. Leadership studies: From procedure and abstraction to reflexity and situation. Leadership Quarterly 7 4 (1996) 455-485
7. Andersen B. Benchmarking. In: Rolstadas A. (Ed). Performance Management: A Business Process Benchmarking Approach (1995), Chapman & Hall, London
8. Ashford N., Stanton M., and Moore C. Airport Operations (1995), Wiley, New York
9. ATRS, 2003. Airport Benchmarking Report. Air Transport Research Society, University of British Columbia, Vancouver.
10. Ballé M. The Business Process Re-engineering Action Kit (1995), Kogan Page, London
11. Bernabai C. Airports: An integral part of the air traffic management system. Air and Space Europe 3 1/2 (2001) 25-27
12. Bourne M., Mills J., Wilcox M., Neely A., and Platts K. Designing, implementing and updating performance measurement systems. International Journal of Operations and Production Management 20 7 (2000) 754-771
13. Bredrup H. Background for performance management. In: Rolstadas A. (Ed). Performance Management: A Business Process Benchmarking Approach (1995), Chapman & Hall, London 61-87
14. Brown M. Keeping Score: Using the Right Metrics to Drive World Class Performance (1996), Productivity Press, New York
15. Burrell G., and Morgan G. Sociological paradigms and organisational analysis: Elements of the sociology of corporate life. The International Journal of Logistics Management 8 1 (1985) 1-14
16. Caplice C., and Sheffi Y. A review and evaluation of logistics metrics. The International Journal of Logistics Management 5 2 (1994) 11-28
17. Chan F., Chan H., Lau H., and Ip R. An AHP approach in benchmarking logistics performance of postal industry. Benchmarking: An International Journal 13 6 (2006) 636-661
18. Checkland P. Systems Thinking, Systems Practices (1985), Wiley, Chichester
19. Checkland P., and Holwell S. Information, Systems and Information Systems: Making Sense of the Field (1998), Wiley, Chichester
20. Chow G., Heaver T., and Henriksson L. Logistics performance: Definition and measurement systems. International Journal of Physical Distribution and Logistics Management 24 1 (1994) 17-28
21. Civil Aviation Authority, 2000. The use of benchmarking in airport reviews. Civil Aviation Authority, London.
22. Doganis R. The Airline Business in the Twenty-First Century (2001), Routledge, London
23. Doganis R. Flying off Course: The Economics of International Airlines (2002), Routledge, London
24. Doganis, R., Graham, A., Lobbenberg, A., 1995. The economic performance of European airports (No. 3). Department of Air Transport Research, Cranfield University, Bedford, UK.
25. Dunn, S., Seaker, R., Stenger, A., Young, R., 1993. An assessment of logistics research paradigms. Working Paper, The Pennsylvania State University, State College, Pennsylvania.
26. Durst S., and Binder M. Improving efficiency through internal benchmarking. International Journal of Business Performance Management 8 4 (2006) 290-306
27. European Commission, 2003. Ground handling market at community airports (revision on the directive 96/67/EC). Retrieved 05.04.2008 from 〈http://ec.europa.eu/transport/air_portal/consultation/2003_06_01_en.htm〉.
28. Fahrni F., Völker R., and Bodmer C. Erfolgreiches Benchmarking in Forschung und Entwicklung, Beschaffung und Logistik (2002), Hanser, München
29. Fan Y. Strategic outsourcing: Evidence from British companies. Marketing Intelligence and Planning 18 4 (2000) 213-219
30. Francis G., Humphreys I., and Fry J. The benchmarking of airport performance. Journal of Air Transport Management 8 4 (2002) 239-247
31. Francis G., Humphreys I., and Fry J. An international survey of the nature and prevalence of quality management systems in airports. TQM and Business Excellence 14 7 (2003) 819-829
32. Francis G., Humphreys I., and Fry J. The nature and prevalence of the use of performance measurement techniques by airlines. Journal of Air Transport Management 11 4 (2005) 207-217
33. Fuhr, J., 2006. (De)regulation of European ramp handling market: Lessons to be learned from an institutional perspective? Working Paper, Center for Network Industries and Infrastructure CNI, Berlin.
34. Fuhr J., and Beckers T. Vertical governance between airlines and airports: A transaction cost analysis. Review of Network Economics 5 4 (2006) 386-412
35. Garvens M. The airport of the future against backdrop of dramatic changes in the aviation sector. In: Delfmann W., Baum H., Auerbach S., and Albers S. (Eds). Strategic Management in the Aviation Industry (2005), Ashgate, Aldershot
36. Gillen, D., Lall, A., 1997. Developing measures of airport productivity and performance: An application of data envelopment analysis. Paper presented at the Aviation Transport Research Group Conference, Vancouver.
37. Glaeson J., and Barnum D. Toward valid measures of public sector productivity: Performance measures in urban transit. Management Science 28 4 (1986) 379-386
38. Gonnord C., and Lawson F. Airports: A precious resource of the aviation network. Air and Space Europe 2 5 (2000) 33-39
39. Graham B., and Guyer C. Environmental sustainability, airport capacity and European air transport liberalization: Irreconcilable goals?. Journal of Transport Geography 7 (1999) 165-180
40. Gregory M.J. Integrated performance measurement: A review of current practice and emerging trends. International Journal of Production Economics 30-31 (1993) 281-296
41. Hafeez K., Zhang Y., and Malak N. Determining key capabilities of a firm using analytic hierarchy process. International Journal of Production Economics 76 (2002) 39-51
42. Hales D., and Chakravorty S. Implementation of Deming's style of quality management: An action research study in a plastics company. International Journal of Production Economics 103 (2006) 131-148
43. Hameria A.-P., and Paatela A. Supply network dynamics as a source of new business. International Journal of Production Economics 98 (2005) 41-55
44. Hegendorfer H., and Morris P. Competition hots up for top airport ratings. Airport World 5 3 (2000) 26-29
45. Hegendorfer H., and Tyler C. Who's top in passenger satisfaction. Airport World 4 3 (1999) 39-41
46. Hill P. Tangibles, intangibles and services: A new taxonomy for the classification of output. Canadian Journal of Economics 32 2 (1999) 426-446
47. Hinton M., Francis G., and Holloway J. Best practice benchmarking in the UK. Benchmarking: An International Journal 7 1 (2000) 52-61
48. Humphreys, I., Francis, G., 2000a. A critical perspective on traditional airport performance indicators. Paper presented at the 79th Annual Transportation Research Board Meeting, Washington, DC.
49. Humphreys I., and Francis G. The past present and future performance measurement of airports: The impact of changing ownership patterns. In: Neely A. (Ed). Performance Measurement 2000: Past, Present and Future (2000), Cranfield School of Management, Bedford 251-258
50. Jarrar Y., and Zairi M. Future trends in benchmarking for competitive advantage: A global survey. Total Quality Management 12 (2001) 906-912
51. Kakabadse A., and Kakabadse N. Trends in outsourcing: Contrasting USA and Europe. European Management Journal 20 2 (2002) 189-198
52. Kaplan R., and Norton D. The balanced scorecard: Measures that drive performance. Harvard Business Review 70 1 (1992) 71-79
53. Kaplan R., and Norton D. Putting the balanced scorecard to work. Harvard Business Review 71 5 (1993) 134-147
54. Kaplan R., and Norton D. The Balanced Scorecard: Translating Strategy into Action (1996), Harvard Business School Press, Boston, MA
55. Kaplan R., and Norton D. Linking the balanced scorcard to strategy. California Management Review 39 1 (1996) 53-79
56. Kaplan R., and Norton D. Strategic learning and balanced scorecard. Strategy and Leadership 24 5 (1996) 18-24
57. Kaplan R., and Norton D. Using the balanced scorecard as a strategic management system. Harvard Business Review 74 1 (1996) 75-85
58. Kaplan R., and Norton D. Transforming the balanced scorecard from performance measurement to strategic management: part I. Accounting Horizons 15 1 (2001) 87-104
59. Kennerley M., and Neely A. A framework of the factors affecting the evolution of performance measurement systems. International Journal of Operations and Production Management 22 11 (2002) 1222-1245
60. Korpela J., Lehmusvaara A., and Tuominem M. An analytic approach to supply chain development. International Journal of Production Economics 71 (2001) 145-155
61. Kyrö P. Benchmarking as an action research process. Benchmarking: An International Journal 11 1 (2004) 52-73
62. Lai K.-H., Ngai E., and Cheng T. An empirical study of supply chain performance in transport logistics. International Journal of Production Economics 87 (2004) 312-331
63. Lawson P. Performance management: An overview. In: Walters M. (Ed). The Performance Management Handbook (1995), Institute of Personnel & Development, London 1-13
64. Leyk J., and Kopp J. Unternehmensplanung bei Logistikdienstleistern mit Advanced Budgeting. In: Schneider C. (Ed). Controlling für Logistikdienstleister: Konzepte, Instrumente, Anwendungsbeispiele, Trends (2004), Deutscher Verkehrsverlag, Hamburg 361-377
65. Martin J., and Roman C. An application of DEA to measure the efficiency of Spanish airports prior to privatization. Journal of Air Transport Management 7 3 (2001) 149-157
66. McIvor R. Outsourcing: Insights from the telecommunications Industry. Supply Chain Management: An International Journal 8 4 (2003) 380-394
67. McIvor R., Humphreys P., and McAleer W. A strategic model for the formulation of an effective make or buy decision. Management Decision 35 2 (1997) 169-178
68. Mentzer J., and Kahn K. A framework of logistics research. Journal of Business Logistics 6 1 (1995) 231-250
69. Mentzer J., and Konrad B. An efficiency/effectiveness approach to logistics performance analysis. Journal of Business Logistics 12 1 (1991) 33-61
70. Miles M., and Huberman A. Qualitative Data Analysis (1994), Sage Publications, Thousand Oaks
71. Müller, J., Kamp, V., Niemeier, H., 2005. Can we learn from benchmarking studies of airports and where do we want to go from here? Paper presented at the German Aviation Research Society Workshop on Benchmarking, Wien.
72. Murillo-Melchor C. An analysis of technical efficiency and productivity changes in Spanish airports using the malmquist index. International Journal of Transport Economics 26 2 (1999) 271-292
73. Näslund D. Logistics needs qualitative research: Especially action research. International Journal of Physical Distribution and Logistics Management 32 5 (2002) 321-338
74. Neely A., Gregory J., and Platts K. Performance measurement system design: A literature review and research agenda. International Journal of Operations and Production Management 15 4 (1995) 80-116
75. Neely A., Mills J., Platts K., Gregory M., and Richards H. Performance measurement design: Should process based approaches be adopted?. International Journal of Production Economics 46-47 (1996) 423-431
76. Neely A., Mills J., Platts K., Huw R., Gregory M., Bourne M., and Kennerley M. Performance measurement system design: Developing and testing a process-based approach. International Journal of Operations and Production Management 20 10 (2000) 1119-1145
77. Ottosson S. Participation action research: A key to improved knowledge of management. Technovation 23 2 (2003) 87-94
78. Oum T., Yu C., and Fu X. A comparative analysis of productivity performance of the world's major airports: Summary report of the ATRS global airport benchmarking research report-2002. Journal of Air Transport Management 9 5 (2003) 285-297
79. Parker D. The performance of BAA before and after privatization. Journal of Transport Economics and Policy 33 (1999) 133-145
80. Pels E., Nijkamp P., and Rietveld P. Inefficiency and scale economics of European airport operations. Transportation Research Part E 39 (2003) 341-361
81. Quinn J., and Hilmer F. Strategic outsourcing. Sloan Management Review 35 4 (1994) 43-55
82. Rafele C. Logistic service measurement: a reference framework. Journal of Manufacturing Technology Management 15 3 (2004) 280-290
83. Rozemeijer, F., 2000. Creating corporate advantage in purchasing. Unpublished Dissertation, Universiteits Drukkerij, Technische Universität Eindhoven, Eindhoven.
84. Sandström J., and Toivanen J. The problem of managing product development engineers: Can the balanced scorecrad be an answer?. International Journal of Production Economics 78 (2002) 79-90
85. Sarkis J. An analysis of the operational efficiency of major airports in the United States. Journal of Operations Management 18 (2000) 335-351
86. SAS, 2005. The SAS Group's Annual Report and Sustainability Report. Scandinavian Airlines, Stockholm.
87. Schein E. Process Consultation (1969), Addison-Wesley, Reading, MA
88. Schmitz J., and Platts K. Supplier performance measurement: Indications from a study in the automotive industry. International Journal of Production Economics 89 (2004) 231-243
89. Schwolgin A. Stand und Entwicklungsperspektiven des Controllings von Logistikdienstleistern. In: Schneider C. (Ed). Controlling für Logistikdienstleister: Konzepte, Instrumente, Anwendungsbeispiele, Trends (2004), Deutscher Verkehrsverlag, Hamburg 17-50
90. SH&E, 2002. Study on the quality. London: SH&E.
91. Silverman D. Interpreting Qualitative Data: Methods for Analysing Talk, Text, and Interaction (1993), Sage Publications, London
92. Silverman D. Doing Qualitative Research. second ed (2004), Sage Publications, Thousand Oaks
93. Smith M., and Smith D. Implementing strategically aligned performance measurement in small firms. International Journal of Production Economics 106 (2007) 393-408
94. Soames T. Ground handling liberalization. Journal of Air Transport Management 3 2 (1997) 83-94
95. Stainer A. Logistics: A productivity and performance perspective. Supply Chain Management 2 2 (1997) 53-62
96. Templin, C., 2005. Deregulation of ground handling on six European airports. Paper presented at the German Aviation Research Society Workshop, Bremen.
97. TRL, 2003. Airport performance indicators. Research Report, Transport Research Laboratory, Wokingham.
98. Tyler C. Pleasing the passenger. Airport World 5 3 (2000) 19-22
99. Ukko J., Tenhunen J., and Rantanen H. Performance measurement impacts on management and leadership: Perspectives of management and employees. International Journal of Production Economics 110 (2007) 39-51
100. Ulrich H. Anwendungsorientierte Wissenschaft. Die Unternehmung 36 1 (1982) 1-10
101. Upham P., and Mills J. Environmental and operational sustainability of airports: Core indicators and stakeholder communication. Benchmarking: An International Journal 12 2 (2005) 166-179
102. Wahler J., and Cox J. Competitive factors and performance measurement: Applying the theory of constraints to meet customer needs. International Journal of Production Economics 37 (1994) 229-240
103. Wegelius-Lehtonen T. Performance measurement in construction logistics. International Journal of Production Economics 69 (2001) 107-116
104. Willcocks L., Lacity M., and Fitzgerald G. Information technology outsourcing in Europe and the USA: Assessment issues. International Journal of Information Management 15 5 (1995) 333-351
105. Wyld D., Jones M., and Totten J. Where is my suitcase? RFID and airline customer service. Marketing Intelligence and Planning 23 4 (2005) 382-394
106. Yee C., Tan K., and Platts K. Managing 'downstream' supply network: A process and tool. International Journal of Production Economics 104 (2006) 722-735
107. Yeh C.-H., and Kuo Y.-L. Evaluating passenger services of Asia-Pacific international airports. Transportation Research E 39 (2003) 35-48
108. Yin R. Case Study Research: Design and Methods. third ed (2003), Sage Publications, Thousands Oaks
109. Zairi M. Benchmarking: The best tool for measuring competitiveness. Benchmarking for Quality Management and Technology 1 1 (1994) 11-24
110. Zeithaml V., Parasuraman A., and Berry L. Problems and strategies in services marketing. Journal of Marketing 49 (1985) 33-46
111. Zuber-Skerritt O. Action learning and action research: Paradigm, praxis and programs. In: Sankaran S., Dick B., Passfield R., and Swepson P. (Eds). Effective Change Management Using Action Research and Action Learning: Concepts, Frameworks, Processes and Applications (2001), Souther Cross University Press, Lismore, Australia