Sammendrag
Based on a review of literature, this paper applies the concept of maturity models to airport digital transformation, focusing mainly on a passenger experience perspective. The paper shows how airport digital maturity ranges from the mere replacement of analogue processes through to the more progressive and innovative adoption of digital technologies for adding value to specific processes. Ultimately, the industry is undergoing a progressive digital transformation, a paradigmatic shift in the way digital technologies are adopted and used, but also in terms of how airports address
organisational challenges associated with transforming their business. Key factors that airports need to consider when transforming their business are illustrated in an airport digital transformation model. The model also provides a conceptual framework for researchers interested in conducting future studies in this area.
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