Fonte: Journal of Tourism & Development; v. 4, n. 21/22 (2014); 343-352
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Resumo: Airports are of strategic importance to the regions they serve, as they can bring greater wealth, provide substantial employment opportunities and encourage economic development. In the last decade, due to some changes in the economy, technology and social environment, airports knew some challenges with consequences in their operational and management structure. Airports adopt innovative services design concepts in order to reach the passenger needs. All over the world we can find some examples of new and innovative services concerning airports, where the experience is one of the key elements. In Portugal, ANA launch the ANA Way project with several services to families, groups, business passengers and others.
