Guidebook on Conducting Airport User Surveys and Other Customer Research (2021)

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228 Guidebook for Conducting Airport User Surveys and Other Customer Research Pantouvakis, A., and M. F. Renzi 2016. “Exploring Different Nationality Perceptions of Airport Service Quality.” Journal of Air Transport Management, Vol. 52, pp. 90–98. Paraschi, E. P., A Georgopoulos, and P. Kaldis. 2019. “Airport Business Excellence Model: A Holistic Performance Management System.” Tourism Management, Vol. 72, pp. 352–372. Patel, M. 2019. “Enhancing Customer Experience Through Revenue Generation and Technology.” Presented at the 101st Annual Meeting of the Transportation Research Board, Washington, D.C. Pecheux, K. K., T. S. Geiselbrecht, E. Kraus, C. Simek, J. Kennedy, and S. G. Bricka. 2014. Creation of a Customer Relations Development System. Report FHWA/OH-2013-22, Prepared for the Ohio Department of Trans- portation, Applied Engineering Management Corporation, Herndon, VA, June. Prentice, C., and M. Kadan. 2019. “The Role of Airport Service Quality in Airport and Destination Choice.” Journal of Retailing and Consumer Services, Vol. 47, pp. 40–48. Robinson, J. 2017. “Passenger Terminal Development in the Digital Age.” Journal of Airport Management, Vol. 11, No. 4, pp. 355–368. Smahel, T. 2017. “Airport Features Most Likely to Affect International Traveler Satisfaction.” Transportation Research Record: Journal of the Transportation Research Board, No. 2626, pp. 34–41. Wattanacharoensil, W., M. Schuckert, A. Graham, and A. Dean. 2017. “An Analysis of the Airport Experience from an Air Traveler Perspective.” Journal of Hospitality and Tourism Management, Vol. 32, pp. 124–135. Wiredja, D. 2019. “A Passenger-Centred Model in Assessing Airport Service Performance.” Journal of Modelling in Management, Vol. 14, No. 2, pp. 492–520. Air Cargo Analysis Harry, R. 2019. “Air Cargo Community System Launched at Atlanta Airport.” Air Cargo News (online), https:// www.aircargonews.net/technology/logistics-automation/air-cargo-community-system-launched-at- atlanta-airport/, December 17. (Accessed December 8, 2020). Phillips, T. E., and J. Tian. 2019. “Innovations in Air Cargo Terminal Access in Europe and Asia and the Use of Air Cargo Community Systems.” Presentation P19-21071, Annual Meeting of the Transportation Research Board, Washington, D.C. RS&H, Inc. 2016. SWOT Analysis of TRANSEARCH and FAF Data. Project No: TRANSTAT TWO 7, Prepared for the Transportation Statistics Office, Florida Department of Transportation, Tallahassee, Florida. Airport User Surveys Berinsky, A. J., M. Margolis, and M. Sances. 2014. “Separating the Shirkers from the Workers? Making Sure Respondents Pay Attention on Internet Surveys.” American Journal of Political Science, Vol. 58, Issue 3, pp. 739–753. Blumberg, S. J., and J. V. Luke. 2020. Wireless Substitution: Early Release of Estimates from the National Health Interview Survey, July-December 2019. National Center for Health Statistics. Available online: https://www. cdc.gov/nchs/nhis.htm. Bradburn, N., S. Sudman, and B. Wansink. 2015. Asking Questions: The Definitive Guide to Questionnaire Design – For Market Research, Political Polls, and Social and Health Questionnaires. 2nd ed., John Wiley & Sons. Clifford, S., and J. Jerit. 2015. “Do Attempts to Improve Respondent Attention Increase Social Desirability Bias?” Public Opinion Quarterly, Vol. 79, No. 3, pp. 790–802. Cochran, W. G. 1077. Sampling Techniques. 3rd ed., John Wiley & Sons. Cripwell, J. P., and M. Turpin. 2006. “Groundside Interview Survey Concepts and Design, Toronto Pearson International Airport, 2005.” Paper presented at the 85th Annual Meeting of the Transportation Research Board, Washington, D.C. Dillman, D. A. 1978. Mail and Telephone Surveys: The Total Design Method. John Wiley & Sons. Dillman, D. A., J. D. Smyth, and L. M. Christian. 2014. Internet, Phone, Mail, and Mixed-Mode Surveys: The Tailored Design Method. 4th Edition, John Wiley & Sons. Dutwin, D., and T. D. Buskirk. 2017. “Apples to Oranges or Gala versus Golden Delicious?: Comparing Data Quality of Nonprobability Internet Samples to Low Response Rate Probability Samples.” Public Opinion Quarterly, Vol. 81, No. S1, pp. 213–239. Gorton, M., E. R. Brown, K. DeBoer, A. R. Kuppam, V. Livshits, R. A. Payne, R. Roy, K. Tierney, and W. Zhang. 2013. “Tablet and Web-Based Regional Airport Travel Survey with Synchronized Bluetooth Traffic Data Collection.” Paper presented at the 92nd Annual Meeting of the Transportation Research Board, Washington, D.C.

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