06/11/09
Project BUSREP
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Schiefelbusch, Martin; Hans-Liudger Dienel (Eds.): Kundeninteressen im öffentlichen Verkehr. Verbraucherschutz und Verbraucherbeteiligung. Schriftenreihe für Verkehr und Technik. Erich Schmidt Verlag, Berlin, 2009. 332 pages, 49,80 EUR. |
Book release on customer interests concerning public transport
Busses and trains are supposed to be attractive and to make a contribution to sustainable development. One option to achieve a high-quality public transport is to actively include passengers while planning the service. Facing monopolies of contractors as well as political regulation and influence, market-based incentives alone can not guarantee that expectations of current and potential customers will be adequately respected.
In the book “Customer interests in public transport – consumer protection and consumer involvement” the authors discuss concepts from Germany, Austria, Switzerland, Italy, France, Great Britain, Czech Republic, Sweden and the Netherlands. They give recommendations on how to frame a customer dialogue on the levels of politics, planning, practice and production successfully. The book especially addresses people in charge of transport planning and transport policy, but also the field of applied research.
The authors examine questions concerning the customer protection in quality management and service as well as the scope of possible customer involvement to create attractive offers. The book presents the results of the nexus project „BUSREP“, financed by the Volvo Foundation (Gothenburg, Sweden). BUSREP stands for „Better User Representation in Public Transport“. The English edition was recently published by Ashgate.