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From page 1...
... 1   Today's airports have become much more than transportation hubs. They are increasingly becoming places where people dine, shop, relax, work, and interact.
From page 2...
... 2 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience the Guidebook addresses current and evolving customer experiences and expectations, identifies future trends and developments related to customer experience, and generates tools to help airport professionals anticipate and respond to a traveler's preferences in order to deliver a seamless customer experience. 1.2 Overview of the Guidebook The Guidebook is divided into seven chapters including tools and methodologies airports can use to develop their own customer experience plans and programs (see Table 1)
From page 3...
... Introduction 3   1.3 Research Approach and Methodology The research effort focused on the traveler's perspective journeying through U.S. airports.
From page 4...
... 4 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience The focus groups included the following traveler segments: business travelers, families with children, infrequent travelers, military travelers, non-native English speakers, travelers with disabilities, senior travelers, solo/couples, and student travelers. Several types of focus groups were conducted, including traditional focus groups, live virtual focus groups, and written virtual response focus groups.
From page 5...
... Introduction 5   The findings further indicate the emotions that different traveler segments may experience at various points of the journey. Airports are emotional spaces, and a better understanding of the complexities surrounding the emotions experienced by travelers can help the airport design interventions to enhance or reduce positive and negative emotions.
From page 6...
... 6 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience 1.7 Limitations of the Research Due to the smaller sample size used in this research, caution should be exercised when generalizing the results, and care should be taken not to draw conclusions beyond the research sample. This Guidebook's commentary on the research is intended to be illustrative of the kinds of needs or issues that the general traveler population and the specific traveler segments may encounter during their airport journey.

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