{"id":"https://openalex.org/W2053877232","doi":"https://doi.org/10.1109/icadlt.2014.6864077","title":"Using customer feedback in public transportation systems","display_name":"Using customer feedback in public transportation systems","publication_year":2014,"publication_date":"2014-05-01","ids":{"openalex":"https://openalex.org/W2053877232","doi":"https://doi.org/10.1109/icadlt.2014.6864077","mag":"2053877232"},"language":"en","primary_location":{"id":"doi:10.1109/icadlt.2014.6864077","doi":"https://doi.org/10.1109/icadlt.2014.6864077","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icadlt.2014.6864077","pdf_url":null,"source":{"id":"https://openalex.org/S7407088851","display_name":"International Conference on Advanced Logistics and Transport (ICALT)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2014 International Conference on Advanced Logistics and Transport (ICALT)","raw_type":"proceedings-article"},"volume":null,"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5031934973","display_name":"Anselmo Stelzer","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I31512782","display_name":"Technische Universit\u00e4t Darmstadt","ror":"https://ror.org/05n911h24","country_code":"DE","type":"education","lineage":["https://openalex.org/I31512782"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Anselmo Stelzer","raw_affiliation_strings":["Railway Engineering, TU Darmstadt, Darmstadt, Germany","Railway Eng., Tech. Univ. Darmstadt, Darmstadt, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Railway Engineering, TU Darmstadt, Darmstadt, Germany","institution_ids":["https://openalex.org/I31512782"]},{"raw_affiliation_string":"Railway Eng., Tech. Univ. Darmstadt, Darmstadt, Germany","institution_ids":["https://openalex.org/I31512782"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5041031735","display_name":"Frank Englert","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I31512782","display_name":"Technische Universit\u00e4t Darmstadt","ror":"https://ror.org/05n911h24","country_code":"DE","type":"education","lineage":["https://openalex.org/I31512782"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Frank Englert","raw_affiliation_strings":["Multimedia Communications Lab, TU Darmstadt, Darmstadt, Germany","Multimedia Commun. Lab., Tech. Univ. Darmstadt, Darmstadt, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Multimedia Communications Lab, TU Darmstadt, Darmstadt, Germany","institution_ids":["https://openalex.org/I31512782"]},{"raw_affiliation_string":"Multimedia Commun. Lab., Tech. Univ. Darmstadt, Darmstadt, Germany","institution_ids":["https://openalex.org/I31512782"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063103528","display_name":"Stephan H\u00f6rold","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I119449181","display_name":"Technische Universit\u00e4t Ilmenau","ror":"https://ror.org/01weqhp73","country_code":"DE","type":"education","lineage":["https://openalex.org/I119449181"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Stephan Horold","raw_affiliation_strings":["Dept. of Media Production, TU Ilmenau, Ilmenau, Germany","Dept. of Media Production, Tech. Univ. Ilmenau, Ilmenau, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Dept. of Media Production, TU Ilmenau, Ilmenau, Germany","institution_ids":["https://openalex.org/I119449181"]},{"raw_affiliation_string":"Dept. of Media Production, Tech. Univ. Ilmenau, Ilmenau, Germany","institution_ids":["https://openalex.org/I119449181"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5018131980","display_name":"Cindy Mayas","orcid":"https://orcid.org/0000-0003-4586-8834","observed_orcids":["https://orcid.org/0000-0003-4586-8834"]},"institutions":[{"id":"https://openalex.org/I119449181","display_name":"Technische Universit\u00e4t Ilmenau","ror":"https://ror.org/01weqhp73","country_code":"DE","type":"education","lineage":["https://openalex.org/I119449181"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Cindy Mayas","raw_affiliation_strings":["Dept. of Media Production, TU Ilmenau, Ilmenau, Germany","Dept. of Media Production, Tech. Univ. Ilmenau, Ilmenau, Germany"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Dept. of Media Production, TU Ilmenau, Ilmenau, Germany","institution_ids":["https://openalex.org/I119449181"]},{"raw_affiliation_string":"Dept. of Media Production, Tech. Univ. Ilmenau, Ilmenau, Germany","institution_ids":["https://openalex.org/I119449181"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.6166,"has_fulltext":false,"cited_by_count":9,"citation_normalized_percentile":{"value":0.84596696,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"29","last_page":"34"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10698","display_name":"Transportation Planning and Optimization","score":0.9945999979972839,"subfield":{"id":"https://openalex.org/subfields/3313","display_name":"Transportation"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10698","display_name":"Transportation Planning and Optimization","score":0.9945999979972839,"subfield":{"id":"https://openalex.org/subfields/3313","display_name":"Transportation"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11121","display_name":"Public Relations and Crisis Communication","score":0.0010000000474974513,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11942","display_name":"Transportation and Mobility Innovations","score":0.0007999999797903001,"subfield":{"id":"https://openalex.org/subfields/2203","display_name":"Automotive Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-feedback","display_name":"customer feedback","score":0.9089999794960022},{"id":"https://openalex.org/keywords/public-transport","display_name":"public transport","score":0.9800000190734863},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8859999775886536},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8119999766349792},{"id":"https://openalex.org/keywords/disruption-management","display_name":"disruption management","score":0.8209999799728394},{"id":"https://openalex.org/keywords/mobile-communication","display_name":"mobile communication","score":0.6320000290870667},{"id":"https://openalex.org/keywords/information-platform","display_name":"information platform","score":0.828000009059906},{"id":"https://openalex.org/keywords/real-time-information","display_name":"real-time information","score":0.5590000152587891},{"id":"https://openalex.org/keywords/operational-decision-making","display_name":"operational decision-making","score":0.5450000166893005}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6522492170333862},{"id":"https://openalex.org/C157085824","wikidata":"https://www.wikidata.org/wiki/Q2384809","display_name":"TRIPS architecture","level":2,"score":0.601051926612854},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5771620869636536},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5352765917778015},{"id":"https://openalex.org/C2776505523","wikidata":"https://www.wikidata.org/wiki/Q4785468","display_name":"Plan (archaeology)","level":2,"score":0.5125584602355957},{"id":"https://openalex.org/C539828613","wikidata":"https://www.wikidata.org/wiki/Q178512","display_name":"Public transport","level":2,"score":0.5008008480072021},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.48727142810821533},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.46933284401893616},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4594806432723999},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4570782780647278},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.43881407380104065},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4215569496154785},{"id":"https://openalex.org/C22212356","wikidata":"https://www.wikidata.org/wiki/Q775325","display_name":"Transport engineering","level":1,"score":0.3424261212348938},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.27168965339660645},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1336771845817566},{"id":"https://openalex.org/C95457728","wikidata":"https://www.wikidata.org/wiki/Q309","display_name":"History","level":0,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C173608175","wikidata":"https://www.wikidata.org/wiki/Q232661","display_name":"Parallel computing","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/icadlt.2014.6864077","doi":"https://doi.org/10.1109/icadlt.2014.6864077","is_oa":false,"landing_page_url":"https://doi.org/10.1109/icadlt.2014.6864077","pdf_url":null,"source":{"id":"https://openalex.org/S7407088851","display_name":"International Conference on Advanced Logistics and Transport (ICALT)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"2014 International Conference on Advanced Logistics and Transport (ICALT)","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.8970999717712402,"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9"},{"score":0.7646999955177307,"display_name":"Sustainable cities and communities","id":"https://metadata.un.org/sdg/11"}],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":12,"referenced_works":["https://openalex.org/W16149729","https://openalex.org/W243997689","https://openalex.org/W883984940","https://openalex.org/W1537840359","https://openalex.org/W1832598944","https://openalex.org/W2010501350","https://openalex.org/W2093953773","https://openalex.org/W2101588814","https://openalex.org/W2101892381","https://openalex.org/W2138419627","https://openalex.org/W2165109419","https://openalex.org/W2496672626"],"related_works":["https://openalex.org/W659141011","https://openalex.org/W614967647","https://openalex.org/W1994354735","https://openalex.org/W2472003012","https://openalex.org/W2963979667","https://openalex.org/W2079508180","https://openalex.org/W7196934349","https://openalex.org/W611425244","https://openalex.org/W2287996552","https://openalex.org/W2089005820"],"abstract_inverted_index":{"As":[0],"recent":[1],"studies":[2],"have":[3],"shown,":[4],"compared":[5],"to":[6,19,50,60,73,78,95],"other":[7],"sectors":[8],"the":[9,20,27,37,53,63,83,86,127],"customers":[10,100],"of":[11,26,41,46,113],"public":[12],"transportation":[13,54,87],"services":[14],"are":[15],"unsatisfied":[16],"with":[17,52],"regard":[18],"service":[21],"quality.":[22],"One":[23],"mayor":[24],"source":[25],"dissatisfaction":[28],"is":[29],"caused":[30],"by":[31,130],"missing":[32],"or":[33],"inconsistent":[34],"information":[35,81,91,98,110],"about":[36],"duration":[38],"and":[39,85,108],"route":[40],"planned":[42],"trips":[43],"in":[44,62,101,111],"case":[45,112],"disruptions.":[47],"Existing":[48],"possibilities":[49],"interact":[51],"company":[55,88],"generally":[56],"does":[57],"not":[58],"lead":[59],"changes":[61,123],"disruption":[64],"management":[65],"process.":[66],"To":[67],"overcome":[68],"these":[69],"limitations,":[70],"we":[71],"propose":[72],"use":[74],"mobile":[75],"communication":[76],"techniques":[77],"transfer":[79],"bi-directional":[80],"between":[82],"customer":[84,128],"via":[89],"an":[90],"platform.":[92],"This":[93],"allows":[94,120],"include":[96],"on-site":[97],"from":[99],"operational":[102],"decisions":[103],"as":[104,106],"well":[105],"fast":[107],"consistent":[109],"plan":[114],"changes.":[115],"Therefore,":[116],"our":[117],"proposed":[118],"solution":[119],"structural":[121],"process":[122],"which":[124],"would":[125],"increase":[126],"satisfaction":[129],"means.":[131]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2015,"cited_by_count":2}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}
