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.
52 Airport concession A business located in an airport that is engaged in the sale of consumer goods or services to the public under an agreement with an airport, another concessionaire, or the owner or lessee of a terminal (LAWA 2020). Application programming interface (API) A code that enables two software programs to communicate. An API defines how a developer should request services from an operating system (OS) or other application and expose data within different con- texts and across multiple channels (Lutevich and Nolle 2022). Cash back A loyalty/rewards program benefit that refunds the member a small per- centage of the amount spent on each purchase (Segal 2021). Customer data platforms (CDP) A software package that consists of a centralized database that has the ability to ingest, integrate, manage, and deliver customer data to other technology solutions in order to personalize the customer experience (CX) (CDP.com 2022). Customer loyalty program/Rewards program A marketing approach that recognizes and rewards customers who pur- chase or engage with a brand on a recurring basis (Salesforce 2022). Customer relationship management (CRM) A technology for managing all your companyâs relationships and inter- actions with customers and potential customers (https://www.salesforce .com/crm/what-is-crm/). Frequent flyer program A customer loyalty program offered by airlines. Lounge (airport) A space in the airport that offers selected passengers more comfortable seating, quieter environments, and often better access to customer ser- vice representatives before boarding. National Plan of Integrated Airport Systems (NPIAS) The National Plan of Integrated Airport Systems (NPIAS) identifies nearly 3,300 public-use airports that are included in the national air- port system, the roles they currently serve, and the amounts and types of airport development eligible for Federal funding under the Airport Improvement Program (AIP) over the next five years (FAA 2018). Points Basic units in a customer loyalty program to track membersâ transactions and other activities with the program and its partners. Primary hub An airport that receives at least 0.05% of the annual U.S. commercial enplanements (FAA 2022a). Glossary
