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Author: John F. Potts
Publisher: Transportation Research Board
ISBN: 030906922X
Category : Customer services
Languages : en
Pages : 36
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Book Description
This synthesis will be of interest to senior managers interested in using customer-focused strategies at their transit agencies. Both established and newer agencies might use the synthesis to guide the establishment of effective customer-focused transit. The purpose of this report is to document the experiences of selected public transportation agencies in developing and implementing customer service programs. The synthesis examines the effectiveness of certain customer-focused activities in the categories of general interaction between the customer and the agency, obtaining and using customer input, involving employees in customer-focused public transportation, and achieving customer satisfaction. It details specific programs in the case studies of two public transportation agencies.
Author: John F. Potts
Publisher: Transportation Research Board
ISBN: 030906922X
Category : Customer services
Languages : en
Pages : 36
Get Book Here
Book Description
This synthesis will be of interest to senior managers interested in using customer-focused strategies at their transit agencies. Both established and newer agencies might use the synthesis to guide the establishment of effective customer-focused transit. The purpose of this report is to document the experiences of selected public transportation agencies in developing and implementing customer service programs. The synthesis examines the effectiveness of certain customer-focused activities in the categories of general interaction between the customer and the agency, obtaining and using customer input, involving employees in customer-focused public transportation, and achieving customer satisfaction. It details specific programs in the case studies of two public transportation agencies.
Author: National Research Council (U.S.). Transportation Research Board
Publisher:
ISBN:
Category :
Languages : en
Pages : 100
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Book Description
Author: Rebecca Elmore-Yalch
Publisher: Transportation Research Board
ISBN: 9780309062725
Category : Transportation
Languages : en
Pages : 218
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Book Description
Focuses on the status of market research as practiced in transit agencies and identifies major market issues confronting them. The handbook also evaluates market research strategies appropriate for transit and provides guidance to integrate and institutionalize market research into decision-making processes of transit agencies. Finally, it examines some institutional barriers that limit the use of market research.
Author:
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 120
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Book Description
Author: Morpace International
Publisher: Transportation Research Board
ISBN: 9780309063234
Category : Business & Economics
Languages : en
Pages : 222
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Book Description
This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.
Author:
Publisher:
ISBN:
Category : Local transit accessibility
Languages : en
Pages : 52
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Book Description
This report synthesizes knowledge from existing literature relating to the interpretation and measurement of transit service quality from a customer-oriented perspective. The focus is on the evaluation of fixed-route transit systems. In addition, the authors review earlier studies that offer conceptual and operational ways of identifying different transit submarkets, their characteristics, and their varying activity and mobility needs.
Author: Christof Spieler
Publisher: Island Press
ISBN: 1642832138
Category : Architecture
Languages : en
Pages : 344
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Book Description
"Fully updated and expanded"--Back cover.
Author: Littleton C. MacDorman
Publisher: Transportation Research Board
ISBN: 9780309057110
Category : Local transit
Languages : en
Pages : 84
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Book Description
Provides an historical perspective of Total Quality Management (TQM), highlights important events in the private and public sectors, and delineates principles of TQM for the transit industry.
Author: Transit Cooperative Research Program
Publisher: Transportation Research Board
ISBN: 0309087740
Category : Choice of transportation
Languages : en
Pages : 115
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Book Description
Describes how public transportation organizations have entered an era of fundamental change and examines how they are responding to dramatic new expectations and imperatives that have triggered the emergence of a "new paradigm" throughout business and industry worldwide.
Author: Christof Spieler
Publisher: Island Press
ISBN: 1610919033
Category : Transportation
Languages : en
Pages : 266
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Book Description
What are the best transit cities in the US? The best Bus Rapid Transit lines? The most useless rail transit lines? The missed opportunities? In the US, the 25 largest metropolitan areas and many smaller cities have fixed guideway transit—rail or bus rapid transit. Nearly all of them are talking about expanding. Yet discussions about transit are still remarkably unsophisticated. To build good transit, the discussion needs to focus on what matters—quality of service (not the technology that delivers it), all kinds of transit riders, the role of buildings, streets and sidewalks, and, above all, getting transit in the right places. Christof Spieler has spent over a decade advocating for transit as a writer, community leader, urban planner, transit board member, and enthusiast. He strongly believes that just about anyone—regardless of training or experience—can identify what makes good transit with the right information. In the fun and accessible Trains, Buses, People: An Opinionated Atlas of US Transit, Spieler shows how cities can build successful transit. He profiles the 47 metropolitan areas in the US that have rail transit or BRT, using data, photos, and maps for easy comparison. The best and worst systems are ranked and Spieler offers analysis of how geography, politics, and history complicate transit planning. He shows how the unique circumstances of every city have resulted in very different transit systems. Using appealing visuals, Trains, Buses, People is intended for non-experts—it will help any citizen, professional, or policymaker with a vested interest evaluate a transit proposal and understand what makes transit effective. While the book is built on data, it has a strong point of view. Spieler takes an honest look at what makes good and bad transit and is not afraid to look at what went wrong. He explains broad concepts, but recognizes all of the technical, geographical, and political difficulties of building transit in the real world. In the end,Trains, Buses, People shows that it is possible with the right tools to build good transit.
