Improving US airport taxicab services through governance arrangements

Wong, Dan & Baker, Douglas C. (2014) Improving US airport taxicab services through governance arrangements. Journal of Air Transport Management, 40, pp. 126-131.

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Most airports internationally have implemented customer satisfaction programs into their operations to increase non-aeronautical revenues. In the US, taxicabs are an essential airport transport mode given the limited public transport options available. Effective airport taxicab planning can increase airport customer satisfaction levels, as well as facilitate handling increased airport passenger volumes. However, little is known on how US airports have adapted their governance practices from a traditional hierarchical to a network approach in their efforts to undertake airport taxicab planning initiatives since the deregulation of the transportation industry. Data acquired from 51 US hub airports is used to examine their existing taxicab planning practices. The findings offer how US airports can modify governance processes in their airport taxicab planning processes to better support increases in the customer satisfaction levels of airport taxicab patrons.

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ID Code: 72903
Item Type: Journal Article
Refereed: Yes
Keywords: Airport planning , Taxicabs, Governance, Customer service, Ground transportation
ISSN: 0969-6997
Subjects: Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000) > URBAN AND REGIONAL PLANNING (120500) > Transport Planning (120506)
Divisions: Current > Schools > School of Civil Engineering & Built Environment
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright 2014 Elsevier
Copyright Statement: This is the author’s version of a work that was accepted for publication in Journal of Air Transport Management. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Journal of Air Transport Management, [in press] DOI:
Deposited On: 19 Jun 2014 23:04
Last Modified: 12 Aug 2014 03:39

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