Surveying Customer Perceptions of Road Infrastructure Comfort
Blom, Carron M
Infrastructure Asset Management
Institute of Civil Engineers
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Blom, C. M., & Guthrie, P. (2015). Surveying Customer Perceptions of Road Infrastructure Comfort. Infrastructure Asset Management, 2 23-38. https://doi.org/10.1680/iasma.15.00001
Performance is a key tenet of infrastructure management. This paper looks at a measure of service level in infrastructure, namely, road smoothness. Conventionally, studies of this type have focused on the technical measures themselves. This paper presents the results of the first stage of a New Zealand-based case study that, by contrast, explored the engineering processes through the lens of the outcomes they sought to achieve; in this instance, customer comfort. The paper asserts that if performance is to be determined by outcomes, then a holistic approach is needed, including a revised definition of technical performance.
management, roads & highways, social impact
This research was funded by the NZTA.
External DOI: https://doi.org/10.1680/iasma.15.00001
This record's URL: https://www.repository.cam.ac.uk/handle/1810/251267