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Pages 152-159

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From page 152...
... 152 Application of Findings 7.1 Overview Previous chapters have outlined the traveler's perspective along with providing guidelines for improving airport customer experiences, which airports may tailor according to their needs. Implementation practices depend on available resources such as budget, staffing and volunteers, time, and each airport's unique environment.
From page 153...
... Figure 80. Roadmap for implementation.
From page 154...
... 154 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience services -- whether it is airlines, the TSA, CBP, concessionaires, or airport management. Creating a seamless experience, therefore, requires the airport to work more closely with its business partners.
From page 155...
... Application of Findings 155   • Provide incentives to improve performance: – Include business partners in quarterly and annual rewards and recognition programs and be receptive to their suggestions and comments. – Provide amenities and services in response to needs expressed by the staff of business partners, such as break rooms.
From page 156...
... 156 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience data sources enables different departments to collaborate, maximize efforts, and jointly enhance the customer experience. This integration also allows airports to see how changes in one domain can influence changes in others.
From page 157...
... Application of Findings 157   Championing the Talent Management Effort at Higher Levels of the Organization Proper alignment of various talent management practices can drive and reinforce desired changes within the organization. The alignment and management efforts often need to come from the top, and as a result, more airports are expected to elevate the role of human resources, appointing executive-level personnel to lead these efforts.
From page 158...
... 158 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience • Focus on cultural competency. The increase in diversity in the airport workforce and customer segments may lead to different points of view and may bring challenges in interpersonal interactions among co-workers and between workers and customers (see Figure 83)
From page 159...
... Application of Findings 159   Table 14 summarizes the guidelines presented throughout this report related to the airport servicescape and the rationale for each guideline in terms of improving the behaviors, perception, or experience of the traveling public. Airports throughout the world are engaged in trying to understand the motivation and perspectives of their travelers.

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