How Airports Measure Customer Service Performance (2013)

Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

37 Advanced Performance Institute, Buckinghamshire, United Kingdom [Online]. Available: http://www.ap-institute.com/ Key%20Performance%20Indicators.html. Airport Council International (ACI), Airport Survey Ques- tionnaire, Customer Service Benchmarking, ACI, United Kingdom, 2012. Airport Revenue News, “Best Airports & Concessionaires Nominees,” ARN, 2011 [Online]. Available: http://www. airportrevenuenews.com/concessionwinners/imgpdf/ 2011_nominees.pdf [accessed May 9, 2012]. Airport Service Quality, Introduction to ASQ Retail: Measur- ing and Benchmarking Retail/Food & Beverage Services, 2012 Programme, 2012 [Online]. Available: http://www. airportservicequality.aero/content/retail.html [accessed May 4, 2012]. Airport Service Quality, Introduction to ASQ Survey: Mea- suring and Benchmarking Passenger Satisfaction. Airports Council International, Montreal, QC, Canada, 2012. Associated Press, “Port Authority to Debut Avatar at Newark Airport,” The Wall Street Journal, May 21, 2012 [Online]. Available: http://online.wsj.com/article/AP075397c6522b 49c1aa79c9943abc6d3f.html [accessed May 21, 2012]. Barnes, B., “In Customer Service Consulting, Disney’s Small World Is Growing,” The New York Times, Apr. 21, 2012 [Online]. Available: http://www.nytimes.com/2012/04/22/ business/media/in-business-consulting-disneys-small- world-is-growing.html?_r=1&pagewanted=all&page wanted=print [accessed Apr. 24, 2012]. Behnke, P., “2011 Marketing and Communications Conference/ JumpStart Air Service Development Program,” Introduction to ASQ Survey: Measuring and Benchmarking Passenger Satisfaction, June 20–23, 2011 [Online]. Available: http:// www.aci-na.org/static/conferences/images/marcomm2011/ asq_aci_behnke.pdf [accessed Apr. 11, 2012]. Canmark Research Center, AirportSurvey, Toronto, ON, Canada [Online]. Available: http://www.airportsurvey.com/ cgi-bin/V43/airport43.cgi?language=English&PageID=-2 [accessed Apr. 11, 2012]. Cecconi, E., Jumping Into a Social World: One Toe at a Time, ACI-NA 2011 Marketing and Communications Conference/JumpStart® Air Service Development Pro- gram, June 20–23, 2011 [Online]. Available: http://www. aci-na.org/content/2011-marketing-and-communications- conferencejumpstart%C2%AE-air-service-development- program [accessed May 29, 2012]. Crockatt, M., 2011 Marketing and Communications Conference/JumpStart Air Service Development Program, Ottawa’s ASQ Experience, June 20–23, 2011[Online]. Available: http://www.aci-na.org/static/conferences/images/ marcomm2011/asq_ottawa_crockatt.pdf [accessed Apr. 11, 2012]. Dallas/Fort Worth International Airport (2012). Dallas/ Fort Worth International Airport Organizational Chart, Dallas/Fort Worth International Airport Administration, 2012 [Online]. Available: http://www.dfwairport.com/ dfwucm1prd/groups/webasset/documents/webasset/ p1_005301.pdf [accessed June 7, 2012]. Dallas/Fort Worth International Airport, Dallas/Fort Worth International Airport Strategic Plan. 2012, 2012. Eppley, M., OSU Customer Service Survey, The Ohio State University Airport, Columbus, June 19, 2012. Eppley, M., OSU FBO Specifications, 1-10, The Ohio State University Airport, Columbus, June 2012. Farris, P.W., N.T. Bendle, P.E. Pfeifer, and D.J. Reibstein, Marketing Metrics: The Definitive Guide to Measuring Marketing Performance, Pearson Education, Inc., Upper Saddle River, N.J., 2010. Halifax International Airport Authority, Halifax Business Plans, Halifax International Airport, Dec. 2011 [Online]. Available: http://www.hiaa.ca/default.asp?mn=70.1.262.293 [accessed June 14, 2012]. Hazel, R.A., J.D. Blais, T.J. Browne, and D.M. Benzon, ACRP Report 19A: Resource Guide to Airport Performance Indicators, Transportation Research Board of the National Academies, Washington D.C., 2011. International Civil Aviation Organization (ICAO), ICAO’s Policies on Charges for Airports and Air Navigation Ser- vices, Eighth Edition, 2009 [Online]. Available: http:// www.icao.int/publications/Documents/9082_8ed_en.pdf. J.D. Power and Associates, North America Airport Satisfaction Survey Press Release, McGraw–Hill Companies, New York, N.Y., Feb. 18, 2010 [Online]. Available: http://www.jdpower. com/content/press-release/4A0liSK/north-america-airport- satisfaction-study.htm [accessed Apr. 11, 2012]. J.D. Power and Associates, McGraw–Hill Companies, New York, N.Y., Airline Ratings, 2012 [Online]. Available: http://www.jdpower.com/consumer-ratings/ratings.htm? industry=Travel&category=Airline&study=909201106 [accessed Apr. 11, 2012]. Jacksonvile Aviation Authority, “Customer Comment Link,” Jacksonville Aviation Authority website [Online]. Available: http://www.keysurvey.com/votingmodule/s180/survey/ 221168/9b87/ [accessed May 21, 2102]. Jacksonville Aviation Authority, “How Are We Doing?” Airport Customer Survey, Jacksonville Aviation Authority [Online]. Available: http://www.keysurvey.com/votingmodule/s180/ survey/221168/9b87/ [accessed May 22, 2012]. LeighFisher, “The Role of the Airport Experience in a Changing Global Economy,” Focus, Oct. 2012. Metropolitan Airport Commission, Strategic Plan, Metro- politan Airports Commission Organization, 2012 [Online]. Available: http://www.metroairports.org/mac/organization/ strategic.aspx [accessed June 18, 2012]. REFERENCES

38 Metropolitan Nashville Airport Authority, Long Term Strategic Business Plan, Nashville International Airport, Feb. 2011 [Online]. Available: http://www.nashintl.com/about/pdfs/ 022011_LTSBP.pdf Metropolitan Nashville Airport Authority, Tennessee Center for Performance Excellence Application, 2012. Nelson, N., “Measuring Customer Satisfaction,” Centerlines, Dec. 2010. Oliver W., Guide to Airport Performance Measures, Airport Council International, Montreal, QC, Canada, Feb. 2012, 55 pp. [Online]. Available: http://www.aci.aero/aci/aci/ downloads/ACI_APM_Guidebook_2_2012.pdf [accessed Apr. 30, 2012]. Ottawa International Airport, “Achieving World Class Cus- tomer Service,” ACI-NA 2012 Marketing and Communi- cation Conference. Paternoster, J., “Excellent Airport Customer Service,” Air- port Management, Vol. 2, No. 3, Apr. 2008, 218–226. Phoenix Marketing International, Phoenix Travel, Leisure & Entertainment Division Custom Research Capabilities, Phoenix Marketing International, 2012 [Online]. Avail- able: http://www.phoenixmi.com/images/uploads/pdf_ upload/TravelandLeisureCustomResearchCapabilities_ 67452.pdf [accessed May 3, 2012]. Port Authority of New York and New Jersey, Customer Care Airport Standards Manual, 5th ed., July 2008. Rhoades, L.D., B. Waguespack, and S. Young, “Developing a Quality Index for US Airports,” Managing Service Qual- ity, Vol. 10, No. 4, 2000, pp. 257–262. Segan, S., “The 10 Worst Airport Terminals,” Frommer’s, Jan. 18, 2012 [Online]. Available: http://www.frommers. com/slideshow/?p=1&&group=786 [accessed Apr. 2012]. SKYTRAX, Survey Methodology, World Airport Awards, 2012. SKYTRAX, World Airport Customer Satisfaction Survey, SKYTRAX: The World’s Largest Airline Review Site [Online]. Available: http://www.airlinequality.com/Airports/ Airport_forum/survey2010.htm?Denver [accessed Apr. 11, 2012]. Thompson, B., The Loyalty Connection: Secrets to Cus- tomer Retention and Increased Profits, 2012 Right Now Technologies [Online]. Available: http://www.rightnow. com/briefcase-files/PDFs/The_Loyalty_Connection__ Secrets_to_Customer_Retention_and_Increased_Profits. pdf [accessed Apr. 16, 2012]. Tuscon Airport Authority, 2004 Tucson International Airport Master Plan, Tucson Airport Authority, June 2005 [Online]. Available: http://www.flytucsonairport.com/includes/ media/docs/TIA-Master-Plan.pdf [accessed June 7, 2012].