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How can customer focus be strengthened in competitive tendering?

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  • Schaaffkamp, Christoph

Abstract

Award procedures, contract designs and the scope of contracts vary widely in public transport (PT). Notwithstanding obvious improvements of the technical quality, many authorities are not fully satisfied with the outcome of their tendered contracts. Dissatisfaction with patronage development and with the customer focus is widespread. Many contracts are not seen as sufficiently effective in creating a growing PT market share. Enhancing the focus on passenger needs seems essential.

Suggested Citation

  • Schaaffkamp, Christoph, 2014. "How can customer focus be strengthened in competitive tendering?," Research in Transportation Economics, Elsevier, vol. 48(C), pages 305-314.
    • Handle: RePEc:eee:retrec:v:48:y:2014:i:c:p:305-314
    DOI: 10.1016/j.retrec.2014.09.057
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    References listed on IDEAS

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    Cited by:

    1. Ryzhkov, Alexander & Sarzhan, Yuliya, 2020. "Market initiative and central planning: A study of the Moscow bus network," Research in Transportation Economics, Elsevier, vol. 83(C).
    2. Matthias Aistleitner & Christian Grimm & Jakob Kapeller, 2018. "Auftragsvergabe, Leistungsqualitaet und Kostenintensitaet im Schienenpersonenverkehr. Eine internationale Perspektive," ICAE Working Papers 86, Johannes Kepler University, Institute for Comprehensive Analysis of the Economy.
    3. Thao, Vu Thi & Wegelin, Philipp & von Arx, Widar, 2017. "Are statutory passenger watchdogs effective in representing passenger interests in public transport?," Transport Policy, Elsevier, vol. 58(C), pages 1-9.
    4. Schaaffkamp, Christoph, 2018. "Do direct awards lead to better public transport?," Research in Transportation Economics, Elsevier, vol. 69(C), pages 218-226.
    5. McTigue, Clare & Monios, Jason & Rye, Tom, 2020. "The principal-agent problem in contracting public transport provision to private operators: A case study of the UK Quality Contract Scheme," Utilities Policy, Elsevier, vol. 67(C).
    6. Wegelin, Philipp & von Arx, Widar, 2016. "The impact of alternative governance forms of regional public rail transport on transaction costs. Case evidence from Germany and Switzerland," Research in Transportation Economics, Elsevier, vol. 59(C), pages 133-142.

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