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Suggested Citation:"Appendix A - Bibliography." National Academies of Sciences, Engineering, and Medicine. 2021. Evaluating the Traveler's Perspective to Improve the Airport Customer Experience. Washington, DC: The National Academies Press. doi: 10.17226/26222.
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Suggested Citation:"Appendix A - Bibliography." National Academies of Sciences, Engineering, and Medicine. 2021. Evaluating the Traveler's Perspective to Improve the Airport Customer Experience. Washington, DC: The National Academies Press. doi: 10.17226/26222.
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Suggested Citation:"Appendix A - Bibliography." National Academies of Sciences, Engineering, and Medicine. 2021. Evaluating the Traveler's Perspective to Improve the Airport Customer Experience. Washington, DC: The National Academies Press. doi: 10.17226/26222.
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Suggested Citation:"Appendix A - Bibliography." National Academies of Sciences, Engineering, and Medicine. 2021. Evaluating the Traveler's Perspective to Improve the Airport Customer Experience. Washington, DC: The National Academies Press. doi: 10.17226/26222.
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Suggested Citation:"Appendix A - Bibliography." National Academies of Sciences, Engineering, and Medicine. 2021. Evaluating the Traveler's Perspective to Improve the Airport Customer Experience. Washington, DC: The National Academies Press. doi: 10.17226/26222.
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Suggested Citation:"Appendix A - Bibliography." National Academies of Sciences, Engineering, and Medicine. 2021. Evaluating the Traveler's Perspective to Improve the Airport Customer Experience. Washington, DC: The National Academies Press. doi: 10.17226/26222.
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165   A P P E N D I X A 2019 Cruisers’ Choice Awards: Best Cruise Ships for Service. (n.d.). CruiseCritic. https://www.cruisecritic.com/ memberreviews/cruiserschoice_index.cfm?Category=Service&sort=large 2019 SITA Air Travel Community Research Panel – Most Important Issues Facing the Air Travel Industry Today. SITA. Aalto University School of Economics. (2012, June). Measuring Customer Expectations of Service Quality: Case Airline Industry. http://epub.lib.aalto.fi/en/ethesis/pdf/12898/hse_ethesis_12898.pdf About Us - Corporate Citizenship. (n.d.). Disney Parks, Experiences and Products. https://dpep.disney.com/ about-us/#corporate-citizenship About us. (n.d.). Disney Parks, Experiences and Products. https://dpep.disney.com/about-us/ Accessible Cruising. (2020). Celebrity Cruises. https://www.celebritycruises.com/special-needs ACI (2020). Passenger Facilitation Performance Metrics Handbook. First Edition, 2020. ACI Media Release (2016, September 12). The Trinity Forum kicks off in conjunction with the launch of Air- ports Council International World’s recent publication: ACI Passenger Personas: A new approach to passenger profiling. https://aci.aero/Media/5d352e37-f679-4f8d-b24f-c5e8325df1ca/ww9QXA/News/Releases/ 2016/09-12-2016/2016_09_12_The_Trinity_Forum_kicks_off_in_conjunction_with_the_launch_of_Airports_ Council_International_World%E2%80%99s_recent_publication.pdf ACI-NA - Excellence in Marketing, Communications, and Customer Service Award Categories. (2018). Airportscouncil.Org. https://aci-na.secure-platform.com/a/page/awards/marcomm/marcomm-categories ACI-NA Releases 2017 Passenger Amenities Survey. (2017, March 2). Airports Council International. https:// airportscouncil.org/press_release/aci-na-releases-2017-passenger-amenities-survey/ ACI research shows experience in waiting areas crucial to customer satisfaction. (2019, October 24). ACI World. https://aci.aero/news/2019/10/24/aci-research-shows-experience-in-waiting-areas-crucial-to-customer- satisfaction/ ACI reveals world’s best airports for customer experience (2020, March 09). Airports Council International. https:// www.businesswire.com/news/home/20200309005012/en/ACI-Reveals-World%E2%80%99s-Airports- Customer-Experience ACSI. (2020). American Customer Satisfaction Index - Airlines. American Customer Satisfaction Index. American Association of Airport Executives, Airports Council International. (2019, July 11). AAAE Announces Three Recipients of Airport Innovation Awards. www.aaae.org. https://www.aaae.org/AAAE/AAAEMember Responsive/Press_Releases/2019/AAAE_Announces_Three071119.aspx Adedoyin-Olowe, M., Gaber, M. M., & Stahl, F. (2013). A survey of data mining techniques for social media analysis. arXiv preprint arXiv:1312.4617. Adelaide Airport Limited (AAL). (2014, December). Managing Customer Expectations for Passenger Service at Airports. ACI Asia-Pacific Young Executive of the Year Award 2015. Aguilar, M., Johnson, M., Morley, C., Seth, P., Sinha, N., Stanislaski, J. (2015). The Near-Future Airport, Investi- gating what’s next for airport design. Gensler Research. https://www.gensler.com/research-insight/gensler- research-institute/near-future-airport Airports Council International. (2016, May). Airports Council International News Bulletin. airportscouncil.org. http://files.ctctcdn.com/cf0ae307501/a4ca0c91-c4ab-4429-90fe-54351fe343f9.pdf Airports Council International. (2019, April 3). ACI develops world’s first airport customer experience accredita- tion programme. airportscouncil.org. https://aci.aero/news/2019/04/03/aci-develops-worlds-first-airport- customer-experience-accreditation-programme/ Airports Council International. (2019, August 14). Airports Council International. airportscouncil.org. https:// blog.aci.aero/why-do-we-need-a-blueprint-for-the-future-of-customer-experience/ Bibliography

166 Evaluating the Traveler’s Perspective to Improve the Airport Customer Experience Airports Council International. (2019, September 12). World’s top performing airports celebrated at ACI Airport Service Quality Awards ceremony. airportscouncil.org. https://aci.aero/news/2018/09/12/worlds- top-performing-airports-celebrated-at-aci-airport-service-quality-awards-ceremony/ Airport Stress Survey. (2019, August 29). Priority Pass. https://www.prioritypass.com/en/blog/2019/airport- stress-survey Airports Without Waiting? (2015). Gensler. https://www.gensler.com/research-insight/gensler-research-institute/ near-future-airport Air Transport News. (2019, April 30). The new generation of airports – it’s more than just flying. www.atn.aero. https://www.atn.aero/#/analysis.html?id=1976 Ali, F. & Kim, W. (2016). The effect of physical environment on passenger delight and satisfaction: Moder- ating effect of national identity. 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A Trusted Name for Fashion and Value. (n.d.). Tanger Outlets. https://www.tangeroutlet. com/business/companyinfo Andrade, C.C., Devlin, A. S., Pereira, C. R., & Lima, M. L. (2017). Do the hospital rooms make a difference for patients’ stress? A multilevel analysis of the role of perceived control, positive distraction, and social support. Journal of Environmental Psychology, 53, 63–72. Andrianova, S., Maor, D., & Schaninger, B. (2018, August). Winning with your talent-management strategy. McKinsey. https://www.mckinsey.com/business-functions/organization/our-insights/winning-with-your- talent-management-strategy Autonomous mobility vehicles trialled at JFK Airport. (2020, March 3). International Airport Review. https:// www.internationalairportreview.com/news/112781/autonomous-mobility-vehicles-trialled-jfk-airport/ Awards & Accolades. (2020). Celebrity Cruises. https://www.celebritycruises.com/about-us/awards Ax, G. (2019, August 8). What Can Airports Learn from Stadium Design? 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Bibliography 169   COVID prompts LAX to make airport visits as touch-free as possible. (2020, September 1). Daily Breeze. Cowan, G. (2017, March 5). An ETF That Tracks Happy Customers. The Wall Street Journal. https:// www.wsj.com/articles/an-etf-that-tracks-happy-customers-1488769260 Craig, T. (2019, August 13). Prague unveils signage in six languages. Passenger Terminal Today. https:// www.passengerterminaltoday.com/news/wayfinding/prague-unveils-signage-in-six-languages.html Craig, T. (2020, January 7). McCarran trials self-driving. Passenger Terminal Today. Craig, T. (2020, January 17). Orlando wins emergency management accreditation. Passenger Terminal Today. https://www.passengerterminaltoday.com/news/airport/orlando-wins-emergency-management- accreditation.html Craig, T. (2019, June 19). London City reveals new ‘fly-through’ animation. Passenger Terminal Today. https:// www.passengerterminaltoday.com/videos/london-city-reveals-new-fly-through-animation.html Craig, T. 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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).

In July 2021, an errata was issued for ACRP Research Report 231.

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