Abstract
This paper describes how the participants in this workshop were predominantly from Brazil (8) with two from South Africa, one from the Netherlands and one from Australia. Three papers were presented at the workshop, with one each from Brazil, South Africa and the Netherlands. Each addressed issues of Service Quality. The focus of the workshop discussions was on the developing world and the contrasts between urban environments in Brazil, South Africa, Europe and Australia. The papers addressed service quality from three different perspectives. The first paper (Naude) examined the impact of institutional reforms on employees in the transit industry and on customers, and the relationship between this impact and the quality of service delivery. The second paper (Bodmer and Martins) explored the relationships between urban developers, transit providers and regulators. The third paper presented (Hulleman) described an effective reform process to the transit system in a medium sized European city implemented in the context of national regulatory change. The presentation of two plenary paper on the impact of the “informal sector” (vans/kombis) on transit delivery in Brazil had a strong influence on the direction of the workshop’s discussions.
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