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Hans-Liudger Dienel - Public Transport and Its Users: The Passengers Perspective in Planning and Customer Care

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Hans-Liudger Dienel Public Transport and Its Users: The Passengers Perspective in Planning and Customer Care
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Hans-Liudger Dienel - Public Transport and Its Users: The Passengers Perspective in Planning and Customer Care
Public Transport and Its Users: The Passengers Perspective in Planning and Customer Care
Hans-Liudger Dienel
Public Transport and Its Users: The Passengers Perspective in Planning and Customer Care

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PUBLIC TRANSPORT AND ITS USERS
First published 2009 by Ashgate Publishing
Published 2016 by Routledge
2 Park Square, Milton Park, Abingdon, Oxon OX14 4RN
711 Third Avenue, New York, NY 10017, USA
Routledge is an imprint of the Taylor & Francis Group, an informa business
Copyright 2009 Martin Schiefelbusch and hans-Liudger Dienel
Martin Schiefelbusch and hans-Liudger Dienel have asserted their right under the Copyright, Designs and Patents Act, 1988, to be identified as the editors of this work.
All rights reserved. No part of this book may be reprinted or reproduced or utilised in any form or by any electronic, mechanical, or other means, now known or hereafter invented, including photocopying and recording, or in any information storage or retrieval system, without permission in writing from the publishers.
Notice:
Product or corporate names may be trademarks or registered trademarks, and are used only for identification and explanation without intent to infringe.
British Library Cataloguing in Publication Data
Public transport and its users : the passenger's
perspective in planning and customer care. - (Transport and society)
1. Transportation - Planning - Citizen participation
Cross-cultural studies 2. Transportation - Management
Cross-cultural studies 3. Consumers - Attitudes
Cross-cultural studies
I. Schiefelbusch, Martin II. Dienel, Hans-Liudger, 1961388
Library of Congress Cataloging-in-Publication Data
Schiefelbusch, Martin.
Public transport and its users : the passenger's perspective in planning and customer care / by Martin Schiefelbusch and Hans-Liudger Dienel.
p. cm.
Includes bibliographical references.
ISBN 978-0-7546-7447-4
1. Transportation--Environmental aspects--Europe--Case studies. 2. Consumer satisfaction--Europe--Case studies. I. Dienel, Hans-Liudger, 1961- II. Title.
HE147.65.S34 2009
388.4094--dc22
2008045783
ISBN 9780754674474 (hbk)
Contents
Hans-Liudger Dienel
Martin Schiefelbusch
The Institutional Context of Public Transport Provision
Dimensions of User Interests
Passengers Rights and More
Martin Schiefelbusch
The Role and Concept of Customer Feedback
Uwe Bhme
Complaint Management in Practice Models of Argumentation and Customer Expectations for Complaints
Uwe Bhme
Service Guarantees and Customer Satisfaction Application and Experience in Germany
Nancy Neugebauer
Neutral Alternative Dispute Settlement Concepts for Ombudspersons and Arbitration Boards
Martin Schiefelbusch
Passenger Rights Principles of Legislation in Europe
Mihael Pohar
Conclusion: Taking the Customer Seriously
Martin Schiefelbusch
Quality Management in Public Transport
Hartwig Meier
Fundamental Terms in Quality Management and their Meaning in LPT
Hartwig Meier
Service Quality in Public Transport: EN 13816
Hartwig Meier
Quality Management and Satisfaction Measurement Practices
Hartwig Meier and Nancy Neugebauer
Users and User Organizations in Quality Management
Martin Schiefelbusch, Uwe Bhme and Hans-Peter Faas
Quality Management between Experience and Science
Martin Schiefelbusch
Introduction: Starting Points for Participation
Christian Bodensteiner
Participation on the Political Level
Martin Schiefelbusch
Participation in Planning
Christian Bodensteiner and Nancy Neugebauer
Practices for Formal Citizen Participation in Public Transport
Uwe Bhme, Martin Schiefelbusch and Christian Bodensteiner
Informal Participatory Practices
Jenny Schmithals
Interest Representation Institutions Who Speaks for the Passengers?
Holger Jansen, Martin Schiefelbusch, Trevor Garrod, Huibert Verdoold, John Cartledge
Conditions for Success and Limitations for Participation
Christian Bodensteiner
Austria
Holger Jansen
The Czech Republic
Holger Jansen
Sweden
Holger Jansen
The Netherlands
Holger Jansen
France
Uwe Bhme
Italy
Martin Schiefelbusch
United Kingdom
Anthony D. Smale and Martin Schiefelbusch
Germany
Martin Schiefelbusch
Outlook: Different Solutions for Similar Problems
Holger Jansen
Hans-Liudger Dienel
Topics and approaches for user participation in public transport
Origin of customer dissatisfaction
Tolerance zone model
The Kano model of customer satisfaction
Effect of complaint satisfaction on overall satisfaction
Delineation of the legally binding nature of quality promises
How service guarantees work
Comparison of advocate and judge models for ADR
Contents overview EN 13816
The quality loop according to EN 13816
Correlations in the quality loop according to EN 13816
Action relevance matrix as the result of customer satisfaction
Contents of European customer charters: incidence of relevant parameters
Customer charter for the city bus of Schwbisch Hall
Account of the index of reliability in the RRT of Lombardy
Grievance card from the Berlin passengers organization IGEB
The policy cycle
The participation pyramid
Increase to participants interest and simultaneous decrease to the possibilities of exercising influence in the planning procedure
Structure of the contract awarding process
Fundamental steps of the timetable procedure
Option A from a BVG ballot
Option B from a BVG ballot
Criteria for the selection of board members
What expenditures do boards accrue?
Issues addressed by user advisory boards
Organization of London TravelWatch
Suitability of user participatory practices for different topics
Citizen participation in public transport in Brno
Mission statements in the phases of transport planning
Forms of guarantee used by the transport associations/ companies in Germany
Features of the arbitration boards in Germany (as of mid-2006)
Number of arbitration cases in public transport
Arbitration boards public relations
Status of arbitration results
Quality criteria and malus payments in the Trenitalia transport contract
Schedule for the timetable procedure
Other interest representatives and potential allies
Structure of the service charter for public transport according to decision of the cabinet
Examples of quality indicators in the service charter for rail transport
Independent national organizations
The evolution of Passenger Focus
AB
Aktiebolag
ABB
Allgemeine Befrderungsbedingungen
ACI
Automobile Club Italia
ADFC
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