Public Transport and Its Users: The Passenger's Perspective in Planning and Customer Care

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Martin Schiefelbusch, Hans-Liudger Dienel
Ashgate Publishing, Ltd., 2009 - Transportation - 304 pages
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This book is one of the first to examine strategies for the representation of user interests in public transport from a variety of perspectives. The authors review approaches to integrating the passengers' views in the planning process and to protecting their interests in operations and customer care across a range of European countries. From this they draw important conclusions and highlight examples of good practice.
 

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Contents

Introduction I
1
Consumer Protection in Public Transport
19
Customer Perspective in Quality Management
85
IGEB
114
User Participation in Public Transport
117
Planning Public Transport Customer Representation
185
? Sweden
211
1ranee
228
The Future of Passengers Rights and Passenger Participation
275
Index Mil
301
Copyright

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About the author (2009)

Dr Martin Schiefelbusch is Area Manager for Mobility Research at the nexus Institute for Cooperation Management and Interdisciplinary Research, Germany and Dr Hans-Liudger Dienel is Managing Director at the nexus Institute for Cooperation Management and Interdisciplinary Research, Germany

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