How Airports Measure Customer Service Performance

This synthesis examines the growing strategic importance of customer service and how airports are measuring the quality of customer service. The intended audience for this discussion is broad and includes airport operators, customer service managers, governing boards, executives, and others responsible for airport customer service. Because each airport is different in its approach to customer service, the synthesis provides basic information about customer service programs, implementation, and performance measurement. In addition, there are many examples included to inspire and to direct the reader to airports that may be already engaged in a program or service of interest.

• Record URL:
  http://www.trb.org/Publications/Blurbs/169468.aspx
• 
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/isbn/9780309271004
• Authors:
  • Kramer, Lois S
  • Bothner, Aaron
  • Spiro, Max
• Publication Date: 2013

Language

• English

Media Info

• Media Type: Print
• Features: Appendices; Figures; Glossary; References; Tables;
• Pagination: 93p
• Serial:
  • ACRP Synthesis of Airport Practice
  • Issue Number: 48
  • Publisher: Transportation Research Board
  • ISSN: 1935-9187

Subject/Index Terms

• TRT Terms: Airports; Customer service; Passengers; Performance measurement; Quality of service
• Subject Areas: Administration and Management; Aviation; Planning and Forecasting; I10: Economics and Administration; I72: Traffic and Transport Planning;

Filing Info

• Accession Number: 01492697
• Record Type: Publication
• ISBN: 9780309271004
• Report/Paper Numbers: Project A11-03, Topic S01-06
• Files: TRIS, TRB, ATRI
• Created Date: Sep 11 2013 2:31PM