Evaluating the Traveler's Perspective to Improve the Airport Customer Experience / Search Inside This Book
59 matches found for How People Learn Brain,Mind,Experience,and School Expanded Edition. in Appendix B - Glossary of Terms
Select a page to see where your word(s) or phrase(s) are located in the OpenBook. Excerpts from the chapter provide context.
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...ligence displayed by humans and animals....
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...rience. The index factors in the customers’ holistic experience ...
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...(emotions, thoughts, and behaviors), the employee experience, ...
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...the organization’s customer experience strategy and practices, as ...
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...well as the organization’s industry-specific customer experience ...
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...• A score on the organization’s overall customer experience (range ...
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...• A score on the organization’s specific customer experience ...
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...and...
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...• A letter grade on the organization’s CX strategy and practices....
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...Customer Experience ...
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...The five essential and four value-add criteria of customer expe-...
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...rience. These criteria (or specific experiences) cover the most ...
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...important behaviors and needs of airport passengers and are ...
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...used as an evaluation of customer experience....
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...Ability to sense, understand, and react to our own emotions ...
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...(self-awareness) and others’ emotions (social awareness)....
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...an organization and its employees....
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...Employee experience is a key indicator of customer experience. ...
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...travelers’ experiences. Factors could include the use of plants, ...
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...open-air, and layout....
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...Fulfilling Basic Needs Deliver on basic customer expectations, and provision of basic ...
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...acceptable level of service in areas of hygiene, comfort, and safety....
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...Fulfilling Specific Needs Activities and amenities to meet the needs of specific customer ...
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...of disabilities, older adults, people with pets, etc.)....
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...embedded in everyday objects, enabling them to send and ...
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...on a flight, and ending with the return journey back to the home ...
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...Leisure Fun activities related to entertainment and relaxation, including ...
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...fine dining and shopping experiences....
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...Media Analysis The process of collecting formal and informal online media ...
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...data, analyzing the data, and evaluating results to make strategic ...
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...Nap Pods Structures or chairs that allow people to nap and are often used in ...
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...corporate/workplace environments, hospitals, and universities....
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...a friend. NPS is based on the principle that the better experience ...
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...people have, the more likely they are to promote the business to ...
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...friends and family. The NPS is one of the most valid and recom-...
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...identify and track tags attached to objects. An RFID tag consists ...
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...of a tiny radio transponder, a radio receiver, and a transmitter....
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...(e.g., Google review, Yelp) collect a rating between 1 and 5; ...
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...a higher score indicates a more positive experience....
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...184 Evaluating the Traveler’s Perspective to Improve the Airport Customer Experience...
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...Sense of Place One’s feelings, thoughts, and emotions regarding an organiza-...
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...tion’s environment and atmosphere....
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...the data, and evaluating results to make strategic decisions....
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...Specific Experience ...
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...Captures the experience and emotions of customers on a specific ...
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...Total Experience ...
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...Captures the experience and the emotions of customers, measured ...
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...owners. Examples include Uber, Lyft, and Zipcar....
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...Traveler Segmentation The process of defining and subdividing a large group of trav-...
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...wants, or demand characteristics. Its objective is to design a cus-...
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...tomer experience that matches the expectations of customers in ...
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...Queuing/Waiting Activities involving standing in lines or waiting idly for an event ...
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...of the maps, signs, and visual cues....
A total of pages of uncorrected, machine-read text were searched in this chapter. Please note that the searchable text may be scanned, uncorrected text, and should be presumed inaccurate. Page images should be used as the authoritative version.