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Toronto Transit Commission: Service Quality and Customer Perception
Jana Seijts; Dino Pupulin; Ken MarkCase IVEY-9B12M098-EStrategyThe chief public relations (PR) strategist for SG Media is using the Toronto Transit Commission (TTC) as an example in her public relations training session. In 2011, the TTC has been in the news because of a combination of poorly managed fare hike announcements and the perception of lax service quality. Consumers have taken to publishing, on social media sites, images of TTC employees seemingly in violation of service standards. The strategist i...Starting at €8.20