The "Xingxiang Shicheng" service brand case at PKX was selected as an ISO exemplary service practice

Recently, the "Xingxiang Shicheng" service brand case of PKX was included and publicly released on the official website of ISO/TC 312 (International Organization for Standardization Technical Committee on Quality Service), marking the only outstanding airport passenger service case published on the platform. This achievement represents an international export of China's airport passenger service innovation practices, further enhancing PKX’s global influence and brand reputation. ISO/TC 312 is a technical committee under the International Organization for Standardization responsible for developing international standards related to high-quality services.

PKX has distilled practical experience to independently formulate the “Service Product Design Guide” which defines the "Four Commitments" philosophy and systematically outlines three product management stages (preliminary design, detailed design, and product operation) and 12 key steps. This establishes a full lifecycle management system for passenger service products, transforming intangible services into perceptible, quantifiable, and sustainable offerings, ensuring stable and continuous service quality from the outset.

To strengthen collaboration and operational capabilities, PKX has implemented a comprehensive quality control system covering four critical stages: product initiation, planning, launch, and retirement. This ensures stable service product quality while leveraging continuous operational data monitoring, daily passenger feedback collection, and experience audits to drive agile product iteration. Additionally, the airport actively collaborates with airlines, joint inspection agencies, and transportation support units to conduct joint design efforts, integrating the entire business chain and fostering personalized service product incubation through business integration and innovative models.

Service culture serves as the root system for brand growth, with employees acting as vibrant carriers and emotional bridges of brand value. PKX innovatively embeds service ecosystem concepts into team development, focusing on cultivating, managing, achieving, and serving passengers effectively. This fosters shared value alignment across all staff.

At every pivotal moment of passenger interaction, employees create moments of surprise and delight through sincere service, forming an emotional resonance of "mutual commitment" between staff and passengers. This elevates the brand from mere recognition to profound emotional connection.