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Page 83
Suggested Citation:"References." National Academies of Sciences, Engineering, and Medicine. 2018. Customer-Focused Service Guarantees and Transparency Practices. Washington, DC: The National Academies Press. doi: 10.17226/25078.
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Page 83
Page 84
Suggested Citation:"References." National Academies of Sciences, Engineering, and Medicine. 2018. Customer-Focused Service Guarantees and Transparency Practices. Washington, DC: The National Academies Press. doi: 10.17226/25078.
×
Page 84
Page 85
Suggested Citation:"References." National Academies of Sciences, Engineering, and Medicine. 2018. Customer-Focused Service Guarantees and Transparency Practices. Washington, DC: The National Academies Press. doi: 10.17226/25078.
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Page 85

Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

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84 Customer-Focused Service Guarantees and Transparency Practices Greater Dayton Regional Transit Authority, “On-time Service Guarantee Claim Form,” n.d.-c [Online]. Available: http://www.i-riderta.org/contact-us-page/resources/1479.PDF [accessed June 23, 2017]. Greater Dayton Regional Transit Authority, “Our Core Values,” n.d.-d [Online]. Available: http://www.i-riderta.org/ about-rta/our-core-values [accessed April 20, 2017]. Grimmelikhuijsen, S.G., and E.W. Welch, “Developing and Testing a Theoretical Framework for Computer- Mediated Transparency of Local Governments,” Public Administration Review, Vol. 72, 2012, pp. 562–571. Hart, C.W., “The Power of Unconditional Service Guarantees,” Harvard Business Review, Vol. 66, No. 4, 1988, pp. 54–62. Hogreve, J., and D.D. Gremler, “Twenty Years of Service Guarantee Research: A Synthesis,” Journal of Service Research, Vol. 11, No. 4, 2009, pp. 322–343. Kesten, A.S., and K.S. Ögüt, “A New Passenger Oriented Performance Measurement Framework for Public Rail Transportation Systems,” PROMET­Traffic & Transportation, Vol. 26, No. 4, 2014, pp. 299–311. Lidén, S.B., The Role of Service Guarantees in Managing Services, PhD dissertation, Karlstad University, Karlstad, Sweden, 2004. Lidén, S.B., and P. Skålén, “The effect of service guarantees on service recovery,” International Journal of Service Industry Management, Vol. 14, No. 1, 2003, pp. 36–58. Ma, L., “Performance Management and Citizen Satisfaction with the Government: Evidence from Chinese Municipalities,” Public Administration, Vol. 95. No. 1, 2017, pp. 39–59. Massachusetts Bay Transit Authority (MBTA), “Customer Bill of Rights,” n.d.-a [Online]. Available: http://www. mbta.com/customer_support/customer_bill_of_rights/ [accessed May 9, 2017]. Massachusetts Bay Transit Authority (MBTA), “February Green Line Reliability Data,” 2017a [Online]. 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References 85 San Francisco Municipal Transportation Agency (SFMTA), Strategic Plan Progress Report: Goal 2 Focus, SFMTA, San Francisco, CA, March 2017, 23 pp [Online]. Available: https://www.sfmta.com/sites/default/files/ reports/2017/Strategic%20Plan%20Progress%20Report%20-%20March%202017%20FINAL.pdf [accessed May 2, 2017]. Schiefelbusch, M., “Passenger Interests in Public Transport,” In Public Transportation and its Users, M. Schiefelbusch and H.L. Dienel, Eds., Ashgate Publishing Company, Burlington, VT, 2009, pp. 6–18. Société de Transport de Laval (STL), “STL Quality Commitment,” n.d. [Online]. Available: http://www.stl.laval. qc.ca/en/stl-quality-commitment/ [accessed May 4, 2017]. Société de transport de Montréal (STM), “Transit Experience for Customers,” 2016 [Online]. Available: http:// www.stm.info/en/about/financial_and_corporate_information/transit-experience-customers [accessed May 4, 2017]. Toronto Transit Commission, “2016 Operating Statistics,” 2016 [Online]. Available: http://www.ttc.ca/About_ the_TTC/Operating_Statistics/2016/section_one.jsp [accessed June 13, 2017]. Transit Talent, “10 Great Transit Systems to Work For: Greater Dayton Regional Transit Authority—Dayton, Ohio,” 2008 [Online]. Available: http://www.transittalent.com/articles/index.cfm?story=Dayton [accessed May 4, 2017]. Transport for London (TfL), Transport for London Quarterly Performance Report: Quarter 1 2016/17, 2017 [Online]. Available: https://tfl.gov.uk/corporate/publications-and-reports/quarterly-progress-reports [accessed April 21, 2017]. Welch, E.W., “The Relationship between Transparent and Participative Government: A Study of Local Governments in the United States,” International Review of Administrative Sciences, Vol. 78, No. 1, 2012, pp. 93–115.

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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.

Update June 29, 2018: Page i of the synthesis omits some of the authors. The correct author list is as follows:

Michael J. Walk

James P. Cardenas

Kristi Miller

Paige Ericson-Graber

Chris Simek

Texas A&M Transportation Institute

Austin, TX

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