Servicegarantien im öffentlichen Vehrkehr - Analyse und Handlungsempfehlungen

All authors:
Martin Schiefelbusch, Nancy Neugebauer
Host organisation:
Other
Country: Germany
Publication year: 2009
Published in:
Dieter Apel u.a. (Hg.): Handbuch für kommunale Vehrkersplanung, Teil 2.4.5.2, Heidelberg (Economica) , 07 /2009
Research theme: Mobility and Access, Public Transport
Keywords:
Public transport, transport policy, civic engagement, citizens’ participation, transport planning, passenger rights, consumer protection, advisory boards, service guarantees, customer charters, marketing
Type:
Book chapter
Summary:

Service guarantees are usually voluntarily offered replacement or compensation that are (approximately delays) and set (as opposed to goodwill measures) explicitly made known in the case of under-performance. They should thus strengthen the trust in the product. Since the mid-1990s, they are also used in public transport.

The article discusses requirements for the design of service guarantees, and its implementation in the previously introduced to the German public transport market concepts and gives a brief insight into the situation in other European countries.

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