详情

原文传递 Customer-Focused Service Guarantees and Transparency Practices

题名：	Customer-Focused Service Guarantees and Transparency Practices
责任者：	National Academies of Sciences, Engineering, and Medicine; Transportation Research Board; Transit Cooperative Research Program Synthesis Program; Synthesis Program; Transit Cooperative Research Program; Michael J. Walk
关键词：	Transportation and Infrastructure ； Administration and Management Transportation and Infrastructure ； Data and Information Technology Transportation and Infrastructure ； Passenger Transportation Transportation and Infrastructure ； Public Transportation Transportation and Infrastructure ； Society
学科分类：	交通运输规划与管理
摘要：	TRB's Transit Cooperative Research Program (TCRP) Synthesis 134: Customer-Focused Service Guarantees and Transparency Practices documents the nature and prevalence of customer-focused practices among transit providers in North America and supplements the discussion by including information from European transit providers. A growing number of North American public transit agencies have adopted service guarantees or transparency practices as part of a customer-focused service strategy. Service guarantees describe the level of service customers can expect and the procedures they may follow if standards are not met. Transparency practices might include reporting performance metrics as online dashboards or report cards on the agency’s website. Currently, there is little existing research on these practices and experiences among U.S. transit providers.
出版机构：	Transportation Research Board
参考文献：	National Academies of Sciences, Engineering, and Medicine. 2018. Customer-Focused Service Guarantees and Transparency Practices. Washington, DC: The National Academies Press. https://doi.org/10.17226/25078.
总页数：	130
报告类型：	科技报告
资源类型：	科技（咨询、行业）报告
初始创建时间：	2018