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Page 203
Suggested Citation:"References." National Academies of Sciences, Engineering, and Medicine. 2016. Guidelines for Improving Airport Services for International Customers. Washington, DC: The National Academies Press. doi: 10.17226/23683.
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Page 203
Page 204
Suggested Citation:"References." National Academies of Sciences, Engineering, and Medicine. 2016. Guidelines for Improving Airport Services for International Customers. Washington, DC: The National Academies Press. doi: 10.17226/23683.
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Page 204

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.

203 Airports Council International – Europe (2014). Guidelines for Passenger Services at European Airports. Airports Council International (2014). 2014 ACI Annual World Airport Traffic Report. American Society of Mechanical Engineers (2013). A17.1 Safety Code for Elevators, Escalators and Related Equipment. Andre, A. D. (1991). Human Orientation and Wayfinding in Airport Passenger Terminals. Transportation Research Record, No. 1298, Transportation Research Board, Washington, DC. Arthur, P. and Passini R. (1992). Wayfinding – People, Signs, and Architecture. McGraw Hill Ryerson. Toronto. ARUP (2016). Global Advancements in Passenger Processing. Proceedings of Transportation Research Board Annual Meeting 2016, Washington, DC, January 12. Boudreau, Bruce J., et al. (2016). ACRP Report 157: Improving the Airport Customer Experience, Transportation Research Board of the National Academies, Washington, DC. Branson, R. (1998). JUAN TRIPPE: Pilot of the Jet Age, Time Magazine, December 7. Available online: http:// content.time.com/time/magazine/article/0,9171,989780,00.html. Cave, A. R., Blacker, A. L., Popovich, V., and Kraal, B. J. (2013). Passenger Familiarity and Intuitive Navigation within Airport Environments. Consilience and Innovation in Design Proceedings and Program, 1. (in Bogicevic, V. “The Effect of Airport Servicescape Features on Traveler Anxiety and Enjoyment.” (2014)). Chang, H. H. (2013). Wayfinding Strategies and Tourist Anxiety in Unfamiliar Destinations. Tourism Geographies, 15(3), 529–550. Cheng, Y. H. (2010). Exploring Passenger Anxiety Associated with Train Travel. Transportation, 37(6), 875–896. (in Bogicevic, V. “The Effect of Airport Servicescape Features on Traveler Anxiety and Enjoyment.” (2014)). Dada, E. S. and Wirasinghe, S. C. (1999). Development of a New Orientation Index for Airport Terminals. Transportation Research Board. Transportation Research Record, No. 1662, Transportation Research Board, Washington, DC, 41–47. Dean, R. D., and Whitaker, K. M. (1982). Fear of Flying: Impact on the U.S. Air Travel Industry. Journal of Travel Research, 21(1), 7–17. de Neufville, R. and Odoni, A. (2003). Airport Systems: Planning, Design, and Management, 1st Edition. McGraw- Hill Professional, October. The Economist (2015). Lighting a Beacon. July 29. http://www.economist.com/blogs/gulliver/2015/07/location- technology-airports. Ergün, N., Açikel, B. Y., and Turhan, U. (2014). The Appropriateness of Today’s Airport Security Measures in Safeguarding Airline Passengers. Security Journal. Fewings, R. (2001). Wayfinding and Airport Terminal Design. The Journal of Navigation, 54(02), 177–184. (in Bogicevic, V. “The Effect of Airport Servicescape Features on Traveler Anxiety and Enjoyment.” (2014)). FlightView (2015). Building Connected Airports that Enhance Customer Experience, Improve Operations and Drive Revenue. 3–5. Future Travel Experience (2014). Microsoft’s Skype Translator Presents Customer Service Opportunities for Airports And Airlines. http://www.futuretravelexperience.com/2014/05/microsofts-skype-translator-presents- customer-service-opportunities-for-airports-airlines/ Garcia, M. (2015). Star Alliance CEO Says There are Too Many Airline and Airport Apps. Skift. Ghee, R. (2014). Microsoft’s Skype Translator Presents Customer Service Opportunities for Airports and Airlines. Future Travel Experience. May 29. Granjean, E. (1998). Fitting the Task to the Man, 4th Edition. Taylor and Francis. Gresham, Smith and Partners (2013) Wayfinding Study for Large Hub Airport in North America; October. Gunn, C. A. (1997). Vacationscape: Developing Tourist Areas. Taylor & Francis. References

204 Guidelines for Improving Airport Services for International Customers Harding, J. R., et al. (2011). ACRP Report 52: Wayfinding and Signing Guidelines for Airport Terminals and Landside, Transportation Research Board of the National Academies, Washington, DC. http://www.cbp.gov/ border-security/ports-entry/operations/preclearance. International Air Transport Association (2014). Airport Development Reference Manual, 10th edition. International Air Transport Association. 2016. Fast Travel Program. Available online at http://www.iata.org/ whatwedo/passenger/fast-travel/Pages/index.aspx. Lea + Elliot (2010). ACRP Report 37: Guidebook for Planning and Implementing Automated People Mover Sys- tems at Airports, Transportation Research Board of the National Academies, Washington, DC. Macionis, J., and Gerber, L. (2010). Chapter 3 - Culture. Sociology, 7th ed. Toronto, ON: Pearson Canada Inc., 54. McIntosh, I. B., Power, V. S. K. G., Raeside, F., and Dempster, C. (1998). Anxiety and Health Problems Related to Air Travel. Journal of Travel Medicine, 5(4), 198. Mowen, J. C., Licata, J. W., and McPhail, J. (1993). Waiting in the Emergency Room: How to Improve Patient Satisfaction. Marketing Health Services, 13(2), 26. Nicas, J., and Shukla, T., (2015). The Next Frontier in Airline Baggage: Digital Bag Tags. Wall Street Journal, (http://www.wsj.com/articles/bag-tags-1435340070) O’Neill, M. J. (1991). Effects of Signage and Floor Plan Configuration on Wayfinding Accuracy. Environment and Behavior, Vol. 23, No. 5, 553–574. Peltier, D. (2015). Survey: U.S. Travelers Think Booking Direct With Brands Leads to Better Prices. Skift. Reisinger, Y., and Mavondo, F. (2006). Cultural Differences in Travel Risk Perception. Journal of Travel & Tourism Marketing, 20(1), 13–31. Roberts, B., McGonegal, S., Prager, F., Wei, D., Rose, A. Z., Baschnagel, C., and Baghelai, O. (2014). Analysis of Primary Inspection Wait Time at U.S. Ports of Entry. Ryan, E., U. S. Customs and Border Protection, B., Robinson, L. A., and Baxter, J. (2007). Valuing Travelers’ Time for Border Crossings and Related Activities. Sabean, J., and Jones, C. (2008). Inventory of Current Programs for Measuring Wait Times at Land Border Crossings. Transport Canada and Federal Highway Administration. May, 21. San Francisco International Airport (2013). Travel + Leisure Selects SFO for Social Media Award. http://www. flysfo.com/content/sfo-community-newsletter-summer-2013. The eBusiness MBA Guide (2015). Top 15 Most Popular Social Networking Sites. http://www.ebizmba.com/ articles/social-networking-websites. Thompson, D. A., Yarnold, P. R., Williams, D. R., and Adams, S. L. (1996). Effects of Actual Waiting Time, Per- ceived Waiting Time, Information Delivery, and Expressive Quality on Patient Satisfaction in the Emergency Department. Annals of Emergency Medicine, 28(6), 657–665 Transportation Security Administration (2014). Checkpoint Design Guide (CDG), Revision 5.1, May. TransSolution, et al. (2011). ACRP Report 55: Passenger Level of Service and Spatial Planning for Airport Terminals, Transportation Research Board of the National Academies, Washington, DC. U.S. Customs and Border Protection (2015a). Automated Passport Control. http://www.cbp.gov/travel/us-citizens/ automated-passport-control-apc. U.S. Customs and Border Protection (2015b). Preclearance. U.S. Customs and Border Protection (2015c). Mobile Passport Control. http://www.cbp.gov/travel/us-citizens/ mobile-passport-control. U.S. Department of Commerce. National Travel and Tourism Strategy Sets Goal to Draw 100 Million International Visitors to U.S., May 10, 2012. Available online: http://2010-2014.commerce.gov/blog/2012/05/10/national- travel-and-tourism-strategy-sets-goal-draw-100-million-international-visito Waterhouse, J., Reilly, T., Atkinson, G., and Edwards, B. (2007). Jet Lag: Trends and Coping Strategies. The Lancet, 369(9567), 1117–1129.

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TRB's Airport Cooperative Research Program (ACRP) Research Report 161: Guidelines for Improving Airport Services for International Customers assists airport practitioners in implementing departure and arrival processes, passenger services, and wayfinding techniques for international travelers navigating through U.S. airports. The report covers processing international passengers from origin through gateway airports to their ultimate destination; identifies key elements of the international customer experience that can influence satisfaction in light of the customers’ diverse backgrounds; defines acceptable service levels that an international passenger experiences; and provides service metrics for passenger processing at airports, based upon internationally acceptable wait times.

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