Purpose

The purpose of this paper is to explore the impact of decision model innovation (DMI), set on the decision-making support for the customers, on customer satisfaction and the firm’s competitive productivity (FCP).

Design/methodology/approach

This study operationalizes the concept of DMI by developing a decision support journey (DSJ) model for the airport industry, using the case of Zurich Airport and its ecosystem. This paper then explores how this DSJ impacts the FCP of Zurich Airport.

Findings

This study finds that applying DMI shows potential to improve talent management, resource management and corporate culture, leading to a higher FCP. By centralizing the decision-making process of its customer and decision support, executives gain essential insights into the actual needs of their customers. This enables firms to adapt their products and services to the actual needs of the customer, which leads to higher performance.

Research limitations/implications

This study explores the complementarity between DMI and FCP, exploring how operationalizing the concept through DSJ impacts FCP elements, including talent management, resource management and overall corporate culture. This extends extant work on improving non-aeronautical revenues in dynamic environments within airport ecosystems as a converging industry setting.

Practical implications

Existing airport digital applications providing minimal support should be expanded to provide an interaction and exchange platform for airport ecosystem players and customers. This paper finds that the firm adopting DMI in the airport/airline industry can set up a win-win situation to achieve competitive productivity by providing decision-making support and valuable insights to its customers.

Originality/value

This study is among the first to apply DMI toward improving FCP in the airport industry. It treats airports as an ecosystem of converging industries that can benefit by incorporating customer-focused digitally-enabled solutions to improve decision-making and customer satisfaction.

中文翻译：

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机场行业竞争生产力（CP）的决策模型创新

目的

本文的目的是探讨决策模型创新（DMI）对客户决策支持、客户满意度和公司竞争生产率（FCP）的影响。

设计/方法/方法

本研究以苏黎世机场及其生态系统为例，通过为机场行业开发决策支持旅程 (DSJ) 模型，将 DMI 的概念付诸实践。然后，本文探讨了该 DSJ 如何影响苏黎世机场的 FCP。

发现

本研究发现，应用 DMI 显示出改善人才管理、资源管理和企业文化的潜力，从而导致更高的 FCP。通过集中客户的决策过程和决策支持，高管们可以深入了解客户的实际需求。这使公司能够根据客户的实际需求调整其产品和服务，从而提高绩效。

研究限制/影响

本研究探讨 DMI 和 FCP 之间的互补性，探讨通过 DSJ 实施这一概念如何影响 FCP 要素，包括人才管理、资源管理和整体企业文化。这扩展了在机场生态系统内动态环境中提高非航空收入的现有工作，作为一个融合的行业环境。

实际影响

应扩展现有的提供最少支持的机场数字应用程序，为机场生态系统参与者和客户提供互动和交流平台。本文发现，在机场/航空公司行业采用 DMI 的公司可以通过为其客户提供决策支持和有价值的见解来建立双赢局面，以实现具有竞争力的生产力。

原创性/价值

这项研究是最早将 DMI 应用于改善机场行业 FCP 的研究之一。它将机场视为一个融合行业的生态系统，可以通过整合以客户为中心的数字化解决方案来提高决策和客户满意度。