Customer service in aviation security screening

Neil Parry; Tara Sutorius

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Customer service in aviation security screening

机译：航空安检中的客户服务

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There is a generally held belief that those mandated with security screening do not view passengers as customers. This notion is prevalent in the industry and amongst the travelling public. This paper looks at what the Canadian Air Transport Security Authority (CATSA) has been doing since October 2016 to start shifting this mindset amongst more than 6000 screening officers, and the almost 60 million customers it serves annually.

机译：人们普遍认为，接受安全检查的人不会将乘客视为顾客。这个概念在行业中以及在旅行的公众中很普遍。本文着眼于加拿大航空运输安全局（CATSA）自2016年10月以来一直在做的事情，以开始在6000多名筛检人员及其每年服务的近6000万客户中转移这种思维方式。

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来源
《Journal of airport management》 |2018年第1期|70-77|共8页
作者
Neil Parry; Tara Sutorius;
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作者单位

Canadian Air Transport Security Authority (CATSA), 99 Bank Street, 6th Floor, Ottawa, ON KIP 6B9, Canada;

Program Coordination, Office of the Vice-President, Service Delivery, CATSA, 99 Bank Street, 6th Floor, Ottawa ON KIP 6B9, Canada;

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原文格式 PDF
正文语种 eng
中图分类
关键词
customer service; screening; commitment; security; passenger experience; airport;

机译：客户服务;筛选;承诺;安全;乘客体验;飞机场;

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2. Evolving risk-based security: A review of current issues and emerging trends impacting security screening in the aviation industry [J] . Wong Solomon, Brooks Nina Journal of Air Transport Management . 2015,第sepa期

机译：不断发展的基于风险的安全性：对影响航空业安全筛选的当前问题和新兴趋势的回顾
3. Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality [J] . Li Feng, Lu Hui, Hou Meiqian, Technology in society . 2021,第Feba期

机译：与银行服务客户满意度：云服务，安全，电子学习和服务质量的作用
4. AIRBUS CUSTOMER SERVICES e-SOLUTIONS: E-MRO and the aviation industry [C] . Gerard Darteyre Conference on Aircraft Maintenance ― Next Generation Technology; Feb 6-7 2002; The Hatton, London . 2002

机译：空中客车客户服务电子解决方案：E-MRO与航空业
5. Optimality, uncertainty, and performance of passenger screening in aviation security systems [D] . Lee, Adrian Jenkyn 2009

机译：航空保安系统中旅客甄别的最优性，不确定性和性能
6. You Should Be the Specialist! Weak Mental Rotation Performance in Aviation Security Screeners – Reduced Performance Level in Aviation Security with No Gender Effect [O] . Jenny K. Krüger, Boris Suchan -1

机译：您应该是专家！航空保安检查员的心理旋转表现较弱–航空保安表现水平下降没有性别影响
7. Aviation security: biometric technology and risk based security aviation passenger screening program [O] . Cooper Curt S. 2012

机译：航空保安：生物识别技术和基于风险的保安航空旅客检查计划

Customer service in aviation security screening

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