Schlichten , aber richtig - Ombudsleute im Nahverkehr

All authors:
Martin Schiefelbusch
Host organisation:
Other
Country: Germany
Publication year: 2007
Published in:
Der Nahverkehr 11/2007. Alba-Fachverlag, Düsseldorf
Research theme: Management and Control, Public Transport
Keywords:
Public transport, transport policy, civic engagement, citizens’ participation, transport planning, passenger rights, consumer protection, advisory boards, service guarantees, customer charters, marketing
Type:
Research article
Summary:

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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