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Suggested Citation:"References." National Academies of Sciences, Engineering, and Medicine. 2021. Guidebook on Conducting Airport User Surveys and Other Customer Research. Washington, DC: The National Academies Press. doi: 10.17226/26444.
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Page225
Page 226
Suggested Citation:"References." National Academies of Sciences, Engineering, and Medicine. 2021. Guidebook on Conducting Airport User Surveys and Other Customer Research. Washington, DC: The National Academies Press. doi: 10.17226/26444.
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Page226

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References Balducci, P., R. Freeman, J. Chung, N. Smith, G. Shao, B. G. Yosick, M. Lair, D. Muscatello, D. Smith, and B. Hargrove. 2014. ACRP Web-Only Document 20: Guidebook for Estimating the Economic Impact of Air Cargo Operations at Airports. Part 1: User’s Guidebook; Part 2: Research Report. Transportation Research Board of the National Academies, Washington, D.C. Biggs, D. C., M. A. Bol, J. Baker, G. D. Gosling, J. D. Franz, and J. P. Cripwell. 2009. ACRP Report 26: Guidebook for Conducting Airport User Surveys. Transportation Research Board of the National Academies, Washington, D.C. Blumberg, S. J., and J. V. Luke. 2020. Wireless Substitution: Early Release of Estimates from the National Health Interview Survey, July–December 2019. National Center for Health Statistics. https://www.cdc.gov/nchs/ nhis.htm. Boudreau, B. J., G. Detmer, S. Tam, S. Box, R. Burke, J. Paternoster, and L. Carbone. 2016. ACRP Report 157: Improving the Airport Customer Experience. Transportation Research Board, Washington, D.C. Cambridge Systematics, Inc. 2012. Minneapolis–St. Paul Airport Special Generator Survey. Prepared for the Metropolitan Council, Minneapolis–St. Paul, Minnesota. Corey, Canapary & Galanis Research. 2016. San Francisco International Airport (SFO) and Oakland Inter- national Airport (OAK) Ground Access Study 2014–2015: Summary Report. San Francisco, California. Cripwell, J. P., and M. Turpin. 2006. “Groundside Interview Survey Concepts and Design, Toronto Pearson International Airport, 2005.” Paper presented at the 85th Annual Meeting of the Transportation Research Board, Washington, D.C. Few, S. C. 2013. Information Dashboard Design: Displaying Data for At-a-Glance Monitoring. Analytics Press, Burlingame, California. Gosling, G. D. 2008. ACRP Synthesis 5: Airport Ground Access Mode Choice Models. Transportation Research Board of the National Academies, Washington, D.C. Harry, R. 2019. “Air Cargo Community System Launched at Atlanta Airport.” Air Cargo News (online), December 17. Accessed December 8, 2020. https://www.aircargonews.net/technology/logistics-automation/ air-cargo-community-system-launched-at-atlanta-airport/. International Air Transport Association. n.d. e-AWB (Electronic Air Waybill Program), https://www.iata.org/en/ programs/cargo/e/eawb/. Accessed October 3, 2021. InterVISTAS Consulting Group. 2014. Phoenix Regional Air Cargo Planning Study. Final Report. Prepared for Phoenix Sky Harbor International Airport, Phoenix, Arizona. Kramer, L. S., A. Bothner, and M. Spiro. 2013. ACRP Synthesis 48: How Airports Measure Customer Service Perfor- mance. Transportation Research Board of the National Academies, Washington, D.C. Leigh Fisher Associates, M. A. Coogan, and MarketSense. 2000. TCRP Report 62: Improving Public Transportation Access to Large Airports. TRB, National Research Council, Washington, D.C. Leigh Fisher Associates, M. A. Coogan, and MarketSense. 2002. TCRP Report 83: Strategies for Improving Public Transportation Access to Large Airports. Transportation Research Board of the National Academies, Washington, D.C. Mark Keifer Consulting with Desautels Consulting, LLC. 2019. 2019 Logan International Airport Air Pas- senger Ground-Access Survey. Draft Final Report, Prepared for the Massachusetts Port Authority, Boston, Massachusetts. Maynard, M., D. Clawson, M. Cocanougher, D. Walter, M. Webber, R. Janisse, R. Brimble, K. Freidheim, and R. Miller. 2015. ACRP Web-Only Document 24: Air Cargo Facility Planning and Development—Final Report. Transportation Research Board, Washington, D.C. National Capital Region Transportation Planning Board. 2018. Washington-Baltimore Regional Air Passenger Survey – 2017: General Findings, Washington, D.C. Official Airline Guide. n.d. OAG Flight Data Sets. https://www.oag.com/flight-data-sets. 225  

226 Guidebook for Conducting Airport User Surveys and Other Customer Research Ohno, T. 1988. Toyota Production System: Beyond Large-Scale Production. Productivity Press. Portland, OR. ISBN 0-915299-14-3. Orlando International Airport. 2019. 6-Question Survey. Accessed November 6, 2019. https://orlandoairports. net/survey/. Perry, L. J., O. Damian, and A. Lagu. 2014. ACRP Synthesis 56: Understanding the Value of Social Media at Airports for Customer Engagement. The National Academies Press, Washington, D.C. http://www.trb.org/ ACRP/Blurbs/170977.aspx. Phoenix Marketing International. 2019. John Wayne Airport Passenger Survey – 2019 Report. Prepared for John Wayne Airport Orange County, Branchburg, New Jersey. Phillips, T. E., and J. Tian. 2019. “Innovations in Air Cargo Terminal Access in Europe and Asia and the Use of Air Cargo Community Systems.” Presentation P19-21071, Transportation Research Board Annual Meeting, Washington, D.C. RS&H, Inc. 2016. SWOT Analysis of TRANSEARCH and FAF Data. Project No: TRANSTAT TWO 7, Prepared for the Transportation Statistics Office, Florida Department of Transportation, Tallahassee, Florida. San Francisco International Airport. 2020. Customer Survey Data. Accessed March 30, 2020. https://www. flysfo.com/media/customer-survey-data. Unison Consulting, Inc. 2016a. 2015 Dallas Love Field Airport Originating Passenger Survey. Prepared for the North Central Texas Council of Governments, Chicago, Illinois. Unison Consulting, Inc. 2016b. 2015 Dallas–Fort Worth International Airport Originating Passenger Survey. Prepared for the North Central Texas Council of Governments, Chicago, Illinois. Unison Consulting. 2019. 2019 Passenger Survey – Los Angeles International Airport. Prepared for Los Angeles World Airports, Mission Viejo, California. Ward, S., L. Wilson, R. Schnug, J. Pickering, D. Mericas, L. Morland, M. Hooper, R. Dunkelberg, P. Van Pelt, S. Landau, A. Blair, N. Stein, S. Marr, S. Arnold, and M. Cardwell. 2017. ACRP WebResource 1: Aligning Community Expectations with Airport Roles. Transportation Research Board, Washington, D.C. https://crp.trb. org/acrpwebresource1/.

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Airport user surveys have traditionally been used to obtain information for facility planning. More recently, however, surveys are being used to measure satisfaction as a way to identify actions that could improve the customer experience and increase non-aeronautical revenues, particularly those from passenger terminal concessions.

The TRB Airport Cooperative Research Program's ACRP Research Report 235: Guidebook for Conducting Airport User Surveys and Other Customer Research provides airport managers and staff involved in customer research, as well as airport consultants and other stakeholders, with guidance on the effective use of airport user surveys and other customer research techniques.

Supplementary to the report is Appendices A through L.

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