Improving US airport taxicab services through governance arrangements |
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Institution: | 2. Department of Management and Food Economy, Wroclaw University of Economics, Wroclaw, Poland;1. Department of Physical Chemistry, Faculty of Chemical Technology, University of Pardubice, Studentská 573, 532 10 Pardubice, Czech Republic;2. Unipetrol Centre for Research and Education, Inc., Areál Chempark 2838, Zálu?í 1, 436 70 Litvínov, Czech Republic;3. Department of Condensed Matter Physics, Faculty of Mathematics and Physics, Charles University, Ke Karlovu 5, 121 16 Prague 2, Czech Republic |
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Abstract: | 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 efforts 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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Keywords: | Airport planning Customer service Governance Ground transportation Taxicabs |
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