Improving The Airport Customer Experience

Author : Bruce J. Boudreau
Publisher :
ISBN 13 : 9780309375580
Total Pages : 230 pages
Book Rating : 4.84/5 ( download)

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Download or read book Improving the Airport Customer Experience written by Bruce J. Boudreau and published by . This book was released on 2016 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: "TRB's Airport Cooperative Research Program (ACRP) Report 157: Improving the Airport Customer Experience documents notable and emerging practices in airport customer service management that increase customer satisfaction, recognizing the different types of customers (such as passengers, meeters and greeters, and employees) and types and sizes of airports. It also identifies potential improvements that airports could make for their customers." -- Publisher's description

Author :
Publisher :
ISBN 13 : 9780309674027
Total Pages : 185 pages
Book Rating : 4.26/5 ( download)

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Download or read book Evaluating the Traveler's Perspective to Improve the Airport Customer Experience written by and published by . This book was released on 2021 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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).

Author : Colin C. Law
Publisher : BrownWalker Press
ISBN 13 : 1627346937
Total Pages : 302 pages
Book Rating : 4.31/5 ( download)

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Download or read book A Practical Guide to Airline Customer Service written by Colin C. Law and published by BrownWalker Press. This book was released on 2018-04-16 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Practical Guide to Airline Customer Service is a textbook written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. A Practical Guide to Airline Customer Service is a must-read for those who seek a rewarding career in the airline industry.

Author : Greg Brenneman
Publisher : Rosetta Books
ISBN 13 : 0795346530
Total Pages : 312 pages
Book Rating : 4.38/5 ( download)

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Download or read book Right Away & All at Once written by Greg Brenneman and published by Rosetta Books. This book was released on 2016-02-09 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: An expert in business turnaround shares his inspiring approach to problem-solving: “A fascinating read” (Mitt Romney). Visionary leader Greg Brenneman believes that true business success and personal fulfillment are two sides of the same coin. The techniques that will grow your business will also help you achieve a rich, purposeful, and integrated life. Here, Brenneman takes what he’s learned from turning around or tuning up many businesses—including Continental Airlines and Burger King—and distills it into a simple, clear, five-step roadmap that anyone can follow. He teaches you how to: *prepare a succinct Go Forward plan *build a fortress balance sheet *grow your sales and profits *choose all-star servant leaders *empower your team For more than thirty years, Brenneman has seen these steps foster dramatic results in a variety of business environments. But he also came to realize that he could apply these same principles to improve his life and build a lasting moral legacy. He found he could make better decisions by carefully taking the most important facets of his life—faith, family, friendship, fitness, and finance—into consideration. Brenneman’s inspiring examples, from both his business and his life, demonstrate the astounding effects these steps can have when you apply them—right away and all at once.

Author : Anne Graham
Publisher : Elsevier
ISBN 13 : 0128128577
Total Pages : 276 pages
Book Rating : 4.72/5 ( download)

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Download or read book Air Transport - A Tourism Perspective written by Anne Graham and published by Elsevier. This book was released on 2019-02-15 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: Air Transport: A Tourism Perspective provides rigorous insights into the current complexities, synergies and conflicts within air transportation and tourism, presenting a balanced, comprehensive, contemporary, and global analysis that thoroughly examines the links between theory and practice. The book offers readers a multi-sector, global perspective on the practical implications of the link between air transport and tourism. By using a novel approach, it systematically explores the successive stages of a tourist's trip-investigating reasons for flying, the airport experience, airline industry structures, competition and regulation, and air transportation and destination interrelationships. In addition, the book explores current and salient debates on such issues as the influence of traveling to visit friends and family, the role of charters versus low cost carriers, public subsidies to support airport development, and much more. Presents insights from an international team of expert contributors with proven research and publication experience in their specialty area Includes cutting-edge analyses based on original research that identifies emerging research directions and policy and managerial implications Utilizes a multidisciplinary approach to fully explore theoretical and policy concepts and their effect on air transportation and tourism development Provides case studies from around the globe in each chapter

Author : Ricondo & Associates
Publisher : Transportation Research Board
ISBN 13 : 030911814X
Total Pages : 134 pages
Book Rating : 4.49/5 ( download)

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Download or read book Strategic Planning in the Airport Industry written by Ricondo & Associates and published by Transportation Research Board. This book was released on 2009 with total page 134 pages. Available in PDF, EPUB and Kindle. Book excerpt: TRB's Airport Cooperative Research Program (ACRP) Report 20: Strategic Planning in the Airport Industry explores practical guidance on the strategic planning process for airport board members, directors, department leaders, and other employees; aviation industry associations; a variety of airport stakeholders, consultants, and other airport planning professionals; and aviation regulatory agencies. A workbook of tools and sequential steps of the strategic planning process is provided with the report as on a CD. The CD is also available online for download as an ISO image or the workbook can be downloaded in pdf format.

Author : Mike Brown
Publisher : Routledge
ISBN 13 : 1000555968
Total Pages : 168 pages
Book Rating : 4.67/5 ( download)

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Download or read book Strategic Airport Planning written by Mike Brown and published by Routledge. This book was released on 2022-04-10 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book will explore a new approach to airport planning that better captures the complexities and velocity of change in our contemporary world. As a result, it will lead to higher performing airports for users, business partners, investors and other stakeholders. This is especially pertinent since airports will need to come back better from the Covid-19 pandemic. The book explains the importance of articulating a clear strategy, based on a rigorous analysis of the competitive landscape while avoiding the pitfalls of ambiguity and ‘virtue signalling’. Having done so, demand forecasts can be developed that resemble S-curves, not simple straight lines, that reflect strategic opportunities and threats from which a master plan can be developed to allocate land and capital in a way that maximizes return on assets and social licence. The second distinctive feature of this book is the premise that planning an airport as an island, a fortress even, does not work anymore given how interconnected airports are with other components of the transportation system, the economies and communities they serve and the rapid pace of social and technological change. In summary, the book argues that airport planning needs to move beyond its traditional boundaries. The book is replete with real examples from airports of all sizes around the world and includes practical advice and tools for executives and managers. It is recommended reading for individuals working in the airport business or the broader air transport industry, members of airports’ board of directors, who may be new to the business, elected officials, policy makers and urban planners in jurisdictions hosting or adjacent to airports, regulators, economic development professionals and, finally, students.

Author : Tareq Ahram
Publisher : Springer Nature
ISBN 13 : 3030855406
Total Pages : 1316 pages
Book Rating : 4.06/5 ( download)

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Download or read book Human Interaction, Emerging Technologies and Future Systems V written by Tareq Ahram and published by Springer Nature. This book was released on 2021-09-09 with total page 1316 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book reports on research and developments in human–technology interaction. A special emphasis is given to human–computer interaction and its implementation for a wide range of purposes such as health care, aerospace, telecommunication, and education, among others. The human aspects are analyzed in detail. Timely studies on human-centered design, wearable technologies, social and affective computing, augmented, virtual and mixed reality simulation, human rehabilitation, and biomechanics represent the core of the book. Emerging technology applications in business, security, and infrastructure are also critically examined, thus offering a timely, scientifically grounded, but also professionally oriented snapshot of the current state of the field. The book gathers contributions presented at the 5th International Conference on Human Interaction and Emerging Technologies (IHIET 2021, August 27–29, 2021) and the 6th International Conference on Human Interaction and Emerging Technologies: Future Systems (IHIET-FS 2021, October 28–30, 2021), held virtually from France. It offers a timely survey and a practice-oriented reference guide to researchers and professionals dealing with design, systems engineering, and management of the next-generation technology and service systems.

Author : Sriram Dasu
Publisher : McGraw Hill Professional
ISBN 13 : 0071809996
Total Pages : 241 pages
Book Rating : 4.93/5 ( download)

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Download or read book The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business written by Sriram Dasu and published by McGraw Hill Professional. This book was released on 2013-06-28 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: Understand Consumer Psychology to Drive Profits and Growth Want to know exactly what’s driving your customer's behavior? NOW YOU CAN! The Customer Service Solution explains how consumers perceive services and shows you how to enhance the customer experience--every time. In this economic climate, the customer service experience is more critical than ever. Most leading service firms advocate the TLC mantra: Think Like a Customer. That's a good practice, but first you have to understand what your customer is thinking and feeling. Today's business leaders cannot afford to neglect the psychological principles that govern customer satisfaction and long-term loyalty. What are the factors that really determine customer satisfaction? Two of the nation's leading authorities on service psychology, Sriram Dasu and Richard Chase, have written this groundbreaking guide that identifies and demystifies the psychological triggers behind customer behavior. You'll go where customer satisfaction surveys, mystery shoppers, and focus groups can't--and learn exactly why customers respond and behave the way they do. With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales. The Customer Service Solution illustrates why even companies with high levels of satisfaction are missing tremendous opportunities by neglecting the emotional elements that govern consumer interactions. This book will show you how to: Shape and manage customer perceptions Understand implicit versus explicit outcomes Develop the roles of control and choice among buyers Design emotionally intelligent processes Build trust among customers Whatever your business may be--healthcare, hospitality, financial services, e-commerce, and more--this book is an essential tool to help you increase profits by leveraging your company's customer experience. PRAISE FOR THE CUSTOMER SERVICE SOLUTION: "Harnessing the power of emotions will help to drive an exceptional customer experience creating customers for life to help your business thrive. Finally, a guide to help us better understand how to do this." -- James Merlino, MD, Chief Experience Officer, Cleveland Clinic "Required reading for anyone designing a service encounter." -- James Heskett, Professor Emeritus, Harvard Business School, coauthor of The Service Profit Chain and Service Future "I have always known that our customers shop with us because they want to, not because they have to. How to make them want to is the secret that this great book unlocks." -- Kevin Davis, President and CEO, Bristol Farms "[Dasu and Chase] share easy-to-understand ideas and guidance to operations managers who typically do not think about the psychology of customers in designing their services." -- Mary Jo Bitner, PhD, Professor and Executive Director, Center for Services Leadership, W. P. Carey School, Arizona State University "Dasu and Chase provide an excellent set of ideas for delivering emotional customer service experiences through systems and operations." -- Rodolfo Medina, Vice President, Marketing & Commercial, Rock in Rio "This book provides valuable insights to managing and molding the customer's emotional journey, leading to ultimate satisfaction and sustainable loyalty." -- Ali V. Kasikci, Regional Managing Director, Orient-Express

Author :
Publisher :
ISBN 13 : 9789292645434
Total Pages : 0 pages
Book Rating : 4.39/5 ( download)

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Download or read book Airport Development Reference Manual written by and published by . This book was released on 2022 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: