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2021
Passenger Expectations and Airport Service Quality: Exploring Customer Segmentation

Transportation Research Record: Journal of the Transportation Research Board, 2021

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2021
Using Real-Time Data to Detect Delays and Improve Customer Communications at New York City Transit

Transportation Research Record: Journal of the Transportation Research Board, 2021

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2021
Examining Customers’ Critical Acceptance Factors toward Ridepooling Services

Transportation Research Record: Journal of the Transportation Research Board, 2021, 14p

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2020
Visual Arts Programs at Airports

ACRP Synthesis of Airport Practice, Issue 114, 2020, 53p

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2019-09
Customer Journey Time Metrics for New York City Bus Service using Big Data

Transportation Research Record: Journal of the Transportation Research Board, Volume 2673, Issue 9, 2019, pp 1-10

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2019-03
Thought Leader Forum Summary - Emerging Issues for ACRP

ACRP Research Results Digest, Issue 28, 2019, 20p

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2019
What Does the Future of Automated Driving Mean for Public Transportation?

Transportation Research Record: Journal of the Transportation Research Board, Issue 0, 2019

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2019
Valuing Public Transport Customer Amenities: International Transit Agency Practice

Transportation Research Board 98th Annual Meeting, 2019, 6p

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2019
Passenger-Centric Performance Metrics for the New York City Subway

Transportation Research Record: Journal of the Transportation Research Board, Issue 0, 2019

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2018
Customer-Focused Service Guarantees and Transparency Practices

TCRP Synthesis of Transit Practice, Issue 134, 2018, 130p

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2018
Measuring the Effectiveness of a Transit Agency’s Social Media Engagement with Travelers

Transportation Research Record: Journal of the Transportation Research Board, Volume 2672, Issue 50, 2018, pp 46-55

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2017
Addressing Difficult Customer Situations

TCRP Synthesis of Transit Practice, Issue 127, 2017, 87p

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2017
2016
Emergency Communications Planning for Airports

ACRP Synthesis of Airport Practice, Issue 73, 2016, 100p

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2016
Reproducing Longitudinal In-Vehicle Traveler Experience and the Impact of a Service Reduction with Public Transit Smart Card Data

Transportation Research Record: Journal of the Transportation Research Board, Issue 2541, 2016, pp 81–89

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