Services Standards: Defining the Core Consumer Elements ... - ANEC
Services Standards: Defining the Core Consumer Elements ... - ANEC
Services Standards: Defining the Core Consumer Elements ... - ANEC
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Hans-W. Micklitz<br />
transport – service quality definition, targeting and measurement) and on<br />
suitable equipment and adequate facilities which ensure that quality of cargo<br />
does not deteriorate (European standard EN 13876 on goods transport chains,<br />
code of practice for <strong>the</strong> provision of cargo transport services).<br />
equipment<br />
Public<br />
passenger<br />
transport –<br />
Service quality<br />
definition,<br />
targeting and<br />
measurement<br />
EN 13816<br />
3.2. quality<br />
criteria, 7)<br />
security=sense<br />
of personal<br />
protection<br />
Goods transport<br />
chains, Code of<br />
practice for <strong>the</strong><br />
provision of<br />
cargo transport<br />
services<br />
EN 13876<br />
4.2.3. suitable<br />
means of<br />
transport<br />
premises 4.2.2. storage –<br />
provision of<br />
adequate<br />
facilities which<br />
ensure that<br />
quality of cargo<br />
does not<br />
deteriorate<br />
Public<br />
passenger<br />
transport -<br />
Basic<br />
requirements<br />
and<br />
recommendatio<br />
ns for systems<br />
that measure<br />
delivered<br />
service quality<br />
EN 15140<br />
3. Pre-contractual stage and conclusion of contract<br />
Business Plan<br />
Transport –<br />
Logistics and<br />
services<br />
CEN TC 320<br />
The only standard dealing with pre-contractual information is European<br />
standard EN 13816 on ‘Public passenger transport – service quality definition,<br />
targeting and measurement’ (see table below). None of <strong>the</strong>m deals with <strong>the</strong><br />
conclusion of contract.<br />
176
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