Public Transport and its Users – The Passenger’s Perspective in Planning and Customer Care

All authors:
Hans-Liudger Dienel, Martin Schiefelbusch, Christian Bodensteiner, Uwe Böhmer, John Cartledge, Hans-Peter Faas, Trevor Garrod, Holger Jansen, Hartwig Meier, Nancy Neugebauer, Mihael Aleksander Pohar, Anthony D. Smale, Jenny Schmithals, Huibert A. Verdoold
Host organisation:
Country: Austria, Czech Republic, France, Germany, Italy, Netherlands, Sweden, Switzerland, United Kingdom
Publication year: 2009
Published in:
Ashgate Publishing; Limited Aldershot, Surrey, England
Research theme: Policy and Planning, Public Transport
Public transport, transport policy, civic engagement, citizens’ participation, transport planning, passenger rights, consumer protection, advisory boards, service guarantees, customer charters, marketing

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 passenger’s views in the planning process and to protecting their interests in operations, customer care and EU policies across a range of European countries, including Austria, Czech Republic, France, Germany, Italy, the Netherlands, Sweden, Switzerland, the UK. The book presents the conclusion of this research and examples of good practice. In this respect it will provide useful guidance for policy makers, stakeholder organizations and planners, as well as transport researchers.

ISBN:    978-0-7546-7447-4

The book is (in a modified form) also available in German under the title “Kundenintresse im öffentlichen Vehrkehr” published by the Erich Schmidt Verlag. ISBN: 978-3-5031-1009-4

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