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Suggested Citation:"References." National Academies of Sciences, Engineering, and Medicine. 2021. Evaluating the Traveler's Perspective to Improve the Airport Customer Experience. Washington, DC: The National Academies Press. doi: 10.17226/26222.
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Suggested Citation:"References." National Academies of Sciences, Engineering, and Medicine. 2021. Evaluating the Traveler's Perspective to Improve the Airport Customer Experience. Washington, DC: The National Academies Press. doi: 10.17226/26222.
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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.

160 ACI (2020). Passenger Facilitation Performance Metrics Handbook. First Edition, 2020. ACI Media Release. (2016, September 12). The Trinity Forum Kicks Off in Conjunction with the Launch of Airports Council International World’s Recent Publication: ACI Passenger Personas: A New Approach to Passenger Profiling. https://aci.aero/Media/5d352e37-f679-4f8d-b24f-c5e8325df1ca/ww9QXA/News/ Releases/2016/09-12-2016/2016_09_12_The_Trinity_Forum_kicks_off_in_conjunction_with_the_ launch_of_Airports_Council_International_World%E2%80%99s_recent_publication.pdf ACI (n.d.). ASQ Passenger Persona. https://aci.aero/customer-experience-asq/services/asq-departure-survey/ additional-services/asq-passenger-persona/ ACI Research Shows Experience in Waiting Areas Crucial to Customer Satisfaction. (2019, October 24). ACI World. https://aci.aero/news/2019/10/24/aci-research-shows-experience-in-waiting-areas-crucial-to- customer-satisfaction/ Aguilar, M., Johnson, M., Morley, C., Seth, P., Sinha, N., & Stanislaski, J. (2015). The Near-Future Airport, Investi- gating What’s Next for Airport Design. Gensler Research. https://www.gensler.com/uploads/document/498/ file/GenslerResearch_AirportsWithoutWaiting_lores_2016.pdf Ali, F., & Kim, W. (2016). The Effect of Physical Environment on Passenger Delight and Satisfaction: Moderating Effect of National Identity. Tourism Management, Vol. 57, 213–224. https://doi.org/10.1016/ j.tourman.2016.06.004 Allison, C., & Redhead, E. S. (2017). Factors Influencing Orientation Within a Nested Virtual Environment: External Cues, Active Exploration and Familiarity. Journal of Environmental Psychology, Vol. 51, 158–167. Andrade, C. C., Devlin, A. S., Pereira, C. R., & Lima, M. L. (2017). Do the Hospital Rooms Make a Difference for Patients’ Stress? A Multilevel Analysis of the Role of Perceived Control, Positive Distraction, and Social Support. Journal of Environmental Psychology, Vol. 53, 63–72. Baskas, H. (2016, October 26). Mobile Food Delivery at Airports. Stuck at the Airport. https://stuckattheairport. com/2016/10/26/mobile-food-delivery-at-airports/ Baskas, H. (2019, July 28). My House Smells Like an Airport. Yours Can Too. CNBC. https://www.cnbc. com/2019/07/26/my-house-smells-like-an-airport-yours-can-too.html Bates, J. (2020, July 2). Virtual Help Desks Open at Los Angeles International Airport. Airport World. https://airport-world.com/virtual-help-desks-open-at-los-angeles-international-airport/ Bates, J. (2019a, October 14). Humanoid Pepper Touches Down at Christchurch Airport. Airport World. https://airport-world.com/humanoid-pepper-touches-down-at-christchurch-airport/ Bates, J. (2019b, November 18). Market Appeal. Airport World. https://airport-world.com/market-appeal/ Berti, A. (2019, November 26). Airport Anxiety: A Look at Passenger Stress Points. Airport Technology. https://www.airport-technology.com/features/airport-anxiety/ Bogicevic, V., Yang, W., Cobanoglu, C., Bilgihan, A., & Bujisic, M. (2016). Traveler Anxiety and Enjoyment: The Effect of Airport Environment on Traveler’s Emotions. Journal of Air Transport Management, Vol. 57, No. C, 122–129. https://ideas.repec.org/a/eee/jaitra/v57y2016icp122-129.html Boudreau, B. J., G. Detmer, S. Tam, S. Box, R. Burke, J. Paternoster, & L. Carbone. (2016). ACRP Report 157: Improving the Airport Customer Experience. Transportation Research Board, Washington, D.C. Chang, J. (2020). What Do Travelers Expect of Airport Terminals? Airport Magazine, December 2019/ January 2020. Cleveland, J. N., & Murphy, R. E. (1989). Multiple Uses of Performance Appraisal: Prevalence and Correlates. Journal of Applied Psychology, Vol. 74, 130–135. Cole, M. S., Walter, F., Bedeian, A. G., & O’Boyle, E. H. (2012). Job Burnout and Employee Engagement: A Meta-Analytic Examination of Construct Proliferation. Journal of Management, Vol. 38, 1550–1581. References

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McKinsey. https://assets.mckinsey.com/business-functions/operations/our-insights/ avoiding-the-seven-deadly-sins-of-customer-experience-transformations# Fentress, C. (2020, April 8). Fentress Enhancing Passenger Experience. Fentress Architects. Fong, W. W., & Kleiner, B. H. (2002). How to Hire Employees Effectively. Management Research News, Vol. 25, No. 5, 48-57. Future Travel Experience. (2014, June). Assessing ACI Europe’s New Customer Experience Guidelines for Airports. https://www.futuretravelexperience.com/2014/06/assessing-aci-europes-new-passenger- experience-guidelines-airports/ Future Travel Experience. (2015, December). Fraport to Launch Gate Delivery Service Following Introduction of App-Based Shopping. https://www.futuretravelexperience.com/2015/12/frankfurt-airport-launches- online-shopping-gate-delivery-is-next/ Gallup, Inc. (2018). Designing Your Organization’s Employee Experience. https://www.gallup.com/workplace/ 242240/employee-experience-perspective-paper.aspx GlobeNewswire. (2011, March 8). New Hire Onboarding Standardization and Automation Powers Productivity Gains. https://www.globenewswire.com/news-release/2011/03/08/994239/0/en/New-Hire-Onboarding- Standardization-and-Automation-Powers-Productivity-Gains.html Griffith, R., Jiang, H., Ryan, P., & Sood, K. (2018, March 15). Greater Orlando Aviation Authority Gap Analysis Report. The Institute for Cross Cultural Management and IOS Partners, Inc. Grundhauser, E. (2019, June 6). 18 of the World’s Most Delightful Airport Features. Atlas Obscura. https://www. atlasobscura.com/articles/18-unsung-airport-wonders Guerrieri, S. (2016, August 8). ACI Releases New Research Paper Analyzing the Influence of Customer Service Quality on Airports’ Non-Aeronautical Revenue. ACI World website. https://aci.aero/news/2016/08/08/ aci-releases-new-research-paper-analyzing-the-influence-of-customer-service-quality-on-airports-non- aeronautical-revenue/#:∼:text=%E2%80%9CACI’s%20Airport%20Service%20Quality%20research, traffic%20increases%20or%20expansion%20of Harrison, A., Popovic, V., & Kraal, B. (2015). A New Model for Airport Passenger Segmentation. Journal of Vacation Marketing, Vol. 21, No. 3, 237–250. https://doi.org/10.1177/1356766715571390 Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-Unit Level Relationship Between Employee Satisfaction, Employee Engagement, and Business Outcomes: A Meta-Analysis. Journal of Applied Psychology, Vol. 87, 268–279. doi: 10.1037/0021-9010.87.2.268.

162 Evaluating the Traveler’s Perspective to Improve the Airport Customer Experience Hastings, R. (2012, November 8). Reports Link Employee Engagement and Customer Experience. https:// blog.shrm.org/workforce/reports-link-employee-engagement-and-customer-experience Hiltrop, J. M. (1999). The Quest for the Best: Human Resource Practices to Attract and Retain Talent. European Management Journal, Vol. 17, No. 4, 422–430. Hume, M., & Mort, G. S. (2010). The Consequence of Appraisal Emotion, Service Quality, Perceived Value and Customer Satisfaction on Repurchase Intent in the Performing Arts. Journal of Services Marketing, Vol. 24, No. 2, 170–182. Iacobucci, D., & Nordhielm, C. (2000). Creative Benchmarking. Harvard Business Review. https://hbr.org IATA & ACI. (2014). Airport Development Reference Manual (ADRM), 10th ed. IATA. IATA & ACI. (2019). Airport Development Reference Manual (ADRM), 11th ed. IATA. 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View It in a Different Light: Mediated and Moderated Effects of Dim Warm Light on Collaborative Conflict Resolution. Journal of Environmental Psychology, Vol. 51, 270–283. Kramer, L. S., & A. Bothner. (2013). ACRP Synthesis 48: How Airports Measure Customer Service Performance. Transportation Research Board of the National Academies, Washington, D.C. Krieger, T. (2020, February 5). Reducing Airport Stress, the Inclusive Way. Passenger Terminal Today. https:// www.passengerterminaltoday.com/opinion/reducing-airport-stress-the-inclusive-way.html LeighFisher Inc., Tennessee Transportation and Logistics Foundation, GateKeeper Systems, Merriwether & Williams Insurance Services. (2015). ACRP Report 146: Commercial Ground Transportation at Airports: Best Practices. Transportation Research Board, Washington, D.C. https://doi.org/10.17226/21905 LG Digital Signage Displays Welcome InforComm 2019 Attendees. (2019, 5 June). 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References 163   Moon, H., & Yoon, H. (May 2015). Role of Airport Physical Environments in the Satisfaction Generation Process: Mediating the Impact of Traveller Emotion. Asia Pacific Journal of Tourism Research, Vol. 21, No. 2, 1–19. Morgan, B. (2018, February 23). The Un-Ignorable Link Between Employee Experience and Customer Experience. https://www.forbes.com/sites/blakemorgan/2018/02/23/the-un-ignorable-link-between-employee- experience-and-customer-experience/#33bfb52848dc Muffato, V., Meneghetti, C., & De Beni, R. (2016). Not All Is Lost in Older Adults’ Route Learning: The Role of Visuo-Spatial Abilities and Type of Task. Journal of Environmental Psychology, Vol. 47, 230–241. Murphy, K. R., Cleveland, J. N., & Hanscom, M. E. (2019). Performance Appraisal and Management. Los Angeles, Sage. Nathan Associates, Inc. (2017). Developing Traveler-Friendly Airports to Improve the Passenger Experience in the APEC Region: A Best Practices Report. USAID. Neuser, M. (2019, December 4). 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164 Evaluating the Traveler’s Perspective to Improve the Airport Customer Experience Shuck, B., & Wollard, K. (2009). Employee Engagement and HRD: A Seminal Review of Foundations. Human Resource Development Review, Vol. 9, No. 1, 89–110. doi: 10.1177/1534484309353560. SITA. (2018). Air Transport IT Insights. https://www.sita.aero/globalassets/docs/surveys--reports/it-insights- 2018.pdf SITA. (2019a). 2025: Air Travel for a Digital Age. https://www.sita.aero/resources/type/white-papers/air-travel- for-a-digital-age SITA. (2019b). 2019 Baggage Insights. https://www.sita.aero/globalassets/docs/surveys--reports/baggage-it- insights-2019.pdf Slatin, P. (2017, November 3). Getting Travelers with Disabilities Out of the Corner: If You Can Make These Customers Feel Good, You Will Do the Same for Just About Everybody Else. Aviation Pros. https://www. aviationpros.com/airports/article/12369077/getting-travelers-with-disabilities-out-of-the-corner The Insights Group Ltd. (2014). Employee Engagement. https://www.insights.com/media/1102/employee- engagement-whitepaper.pdf The Society for Human Resource Management. (n.d.). Developing Employee Career Paths and Ladders. https:// www.shrm.org/resourcesandtools/tools-and-samples/toolkits/pages/developingemployeecareerpathsand ladders.aspx. Tantanatewin, W., & Inkarojrit, V. (2016). Effects of Color and Lighting on Retail Impression and Identity. Journal of Environmental Psychology, Vol. 46, 197–205. U.S. DOT (2017, October 25). DOT Enters Agreements with Airlines to Increase Availability of Accessible Airport Kiosks and Accessible Airline Mobile Websites. https://www.transportation.gov/briefing-room/ dot0817 Velarde, C. (2020, January 29). PTE Interview: Schiphol’s Live Passenger Trials to Improve the Terminal Experience. Passenger Terminal Today. https://www.passengerterminaltoday.com/news/expo/pte-interview- living-labs-improve-the-passenger-experience.html Velasquez, A. (2019, September 12). LiveWall Living Wall Brings Natural Beauty and Calm to the TSA Check- point at Appleton International Airport (ATW). https://www.greenroofs.com/2019/09/12/livewall-living- wall-brings-natural-beauty-and-calm-to-the-tsa-checkpoint-at-appleton-international-airport-atw/ Warnock, M. (2018, February 23). Major UK Airport Heathrow and the Business Case for Employee Engagement. https://blog.speakap.com/en/heathrow-airport-provides-the-business-case-for-employee- engagement Wells, J. (2019, June 2). LAX Airport Is Getting a $14 Billion Makeover and New “Happy Face” Machines to Rate Satisfaction. CNBC. https://www.cnbc.com/2019/05/31/lax-airport-is-getting-a-14-billion-makeover-and- new-happy-face-machines-to-rate-satisfaction.html What Makes a World-Class Airport? (2015, November). Gensler. https://www.gensler.com/research-insight/ blog/what-makes-a-world-class-airport World Economic Forum (2020, October). The Future of Jobs Report 2020. http://www3.weforum.org/docs/ WEF_Future_of_Jobs_2020.pdf

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Today’s airports have become much more than transportation hubs. They are increasingly becoming places where people dine, shop, relax, work, and interact. This expanded role comes with challenges as airports try to understand and address the needs of their diverse customer base.

The TRB Airport Cooperative Research Program's ACRP Research Report 231: Evaluating the Traveler's Perspective to Improve the Airport Customer Experience presents information and tools to better understand the traveler’s perspective of the airport journey and how airports might respond to the evolving needs of their travelers.

Supplemental materials to the report include an executive summary, a multimedia tool that provides visuals to support the findings, and Appendices C through F (which include a social media and media analysis toolkit, a review of creative benchmarking, a sample data summary table for creative benchmarking, and a listing of social media and media analysis resources and guides).

In July 2021, an errata was issued for ACRP Research Report 231.

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