Addressing Difficult Customer Situations (2017) / Chapter Skim
Currently Skimming:
Pages 7-15
The Chapter Skim interface presents what we've algorithmically identified as the most significant single chunk of text within every page in the chapter.
Select key terms on the right to highlight them within pages of the chapter.
From page 7... ...
8 chapter two Literature review A review of a variety of sources found that the subject of difficult transit customers apparently has not been of great interest to scholarly researchers. An extensive search was conducted using the Transportation Research International Documentation (TRID)
|
From page 8... ...
9 necessary" (3)
|
From page 9... ...
10 graffiti, around stations. To help fix this problem, examples of "art walls" have been put in place in Melbourne; such walls make "tagging" with graffiti difficult because the walls are constructed and designed to make tagging by individuals noticeable.
|
From page 10... ...
FIGURE 2 Direct message designed to discourage improper behavior: "Trains aren't dining cars." Source: SEPTA. FIGURE 3 CTA courtesy campaign message: "No one is interested in your conversation." Source: CTA.
|
From page 11... ...
12 On a more serious note, Washington Metropolitan Area Transit Authority (WMATA) started displaying anti–sexual harassment signs across the Metro system in 2015.
|
From page 12... ...
13 first was to start a communication campaign to foster healthier social behavior by riders. The second revolved around the use of technology that enabled individuals to report inappropriate behavior.
|
From page 13... ...
14 the result of excessive homeless congregations near transit facilities. One transit agency went into depth about the difficulties that transit agencies deal with, stating that some of the people who are homeless relieve themselves at bus stops, on buses, or on nearby business properties.
|
From page 14... ...
15 keep a social worker on staff to help disruptive passengers connect with mental health services. NJ Transit police also reported that they try to talk to disruptive riders before taking legal action, and usually that alone is effective.
|
From page 15... ...
16 to get off, waiting before opening the doors at a station so that the police can get into position, scanning the compartment for potential misbehavior. The respondents tell, for example, of creative strategies whereby they might seat a troublesome traveler in an empty compartment or turn up the heating in a compartment in order to send drunken travelers to sleep.
|
Key Terms
This material may be derived from roughly machine-read images, and so is provided only to facilitate research.
More
information on Chapter Skim is available.