How airports measure customer service performance
By: consultants, Lois S. Kramer, Aaron Bothner and Max Spiro, KRAMER aerotek, inc., Boulder, Colorado
Contributors: Bothner, Aaron, author; Spiro, Max, author; National Research Council (U.S.). Transportation Research Board; Airport Cooperative Research Program; United States. Federal Aviation Administration
Series: ACRP synthesis -- 48; ACRP synthesis -- 48.
Publisher: Transportation Research Board
Published: 2013
Place of publication: Washington, D.C
Language: eng
Number of pages: 93
ISBN-13: 9780309271004
Subjects: Airports; Customer services; Evaluation; Management; Performance measurement; Quality of service
Description: "TRB's Airport Cooperative Research Program (ACRP) Synthesis 48: How Airports Measure Customer Service Performance examines the strategic importance of customer service and how airports are measuring the quality of customer service."-- Publisher's description.
Notes: At head of title: Airport Cooperative Research Program.

"A synthesis of airport practice."

Includes bibliographical references (pages 37-38).

Research sponsored by the Federal Aviation Administration A11-03, topic S01-06
Table of contents: title: Introduction; title: Overview of customer service at airports; title: Data collection; title: Measurement of performance; title: Communication and recognition of results; title: Conclusions and further research.