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BAA International Operations


Management Science and Operations

Authors / Editors

Voss C A


Publication Year



The case study describes BAA's (British Airport Authority) experience in winning the contract for and running the retailing operation - The AirAll - 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.

Topic List

Service Operations, Internationalisation, Retailing, Service Guarantees, Privatisation, International Management, Core Competences



Publication Event Date


LBS Case Number



UK and America

Project Funder

Houblon-Norman Fund

Available on ECCH


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