Schlichten , aber richtig - Ombudsleute im Nahverkehr

All authors:
Martin Schiefelbusch
Host organisation:
Country: Germany
Publication year: 2007
Published in:
Der Nahverkehr 11/2007. Alba-Fachverlag, Düsseldorf
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

Alternative Dispute Resolution Ombudspeople in public transport

Alternative Dispute Resolution is a complement to other instruments for the settlement of conflicts between customers and providers. ADR can be used in public transport as well. While some European countries have done so for a long time, it has been applied in Germany only for some years and to a limited scale. The paper presents the various ADR approaches and discusses the implications of different setups on the functioning and quality of ADR work.

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