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Title:

How Airports Measure Customer Service Performance
Cover of How Airports Measure Customer Service Performance

Accession Number:

01492697

Record Type:

Monograph

Availability:

Transportation Research Board Business Office

500 Fifth Street, NW
Washington, DC 20001 United States

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Order URL: http://worldcat.org/isbn/9780309271004

Abstract:

This synthesis examines the growing strategic importance of customer service and how airports are measuring the quality of customer service. The intended audience for this discussion is broad and includes airport operators, customer service managers, governing boards, executives, and others responsible for airport customer service. Because each airport is different in its approach to customer service, the synthesis provides basic information about customer service programs, implementation, and performance measurement. In addition, there are many examples included to inspire and to direct the reader to airports that may be already engaged in a program or service of interest.

Report/Paper Numbers:

Project A11-03, Topic S01-06

Language:

English

Authors:

Kramer, Lois S
Bothner, Aaron
Spiro, Max

Pagination:

93p

Publication Date:

2013

Serial:

ACRP Synthesis of Airport Practice

Issue Number: 48
Publisher: Transportation Research Board
ISSN: 1935-9187

ISBN:

9780309271004

Media Type:

Print

Features:

Appendices; Figures; Glossary; References; Tables

Subject Areas:

Administration and Management; Aviation; Planning and Forecasting; I10: Economics and Administration; I72: Traffic and Transport Planning

Files:

TRIS, TRB, ATRI

Created Date:

Sep 11 2013 2:16PM