Kundendienst im öffentlichen Vehrkehr. Serviceleistungen der Vehrkehrsunternehmen im europäischen Vergleich

All authors:
Hans-Liudger Dienel, Holger Jansen, Nancy Neugebauer, Martin Schiefelbusch, Alexander Schulz
Host organisation:
Publication year: 2008
Published in:
Forschungszentrum Karlsruhe in der Helmholtz-Gemeinschaft, Institut für Technikfolgenabschätzung und Systemanalyse (Hg.): Technikfolgenabschätzung – Theorie und Praxis, Nr. 1, 17. Jahrgang, S. 71-77
Research theme: Management and Control, Public Transport
Public transport, transport policy, civic engagement, citizens’ participation, transport planning, passenger rights, consumer protection, advisory boards, service guarantees, customer charters, marketing
Research article

Liberalization efforts and the consequent onset of competition amplify a rethinking of public transport companies towards better customer orientation. In the future it will become increasingly necessary for service providers to take into account customer needs and to monitor the service quality in order to remain competitive. At the same time to strengthen consumer policy side, the demands for improved protection of passengers in case of failure. The current legal status of clients drive failure or delay is increasingly criticized as inadequate. This paper presents the results of the EU project " EU service guarantees: Evaluation and monitoring of trends with regard to passenger needs in the areas of passenger service and treatment " in which the aim was to evaluate comparatively existing support services offered by European transport providers. For this, the project team examined the existing standards in complaint management and service quality guarantees and promises that offer transport services to their customers.

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