IDEAS home Printed from https://ideas.repec.org/a/eee/retrec/v48y2014icp305-314.html
   My bibliography  Save this article

How can customer focus be strengthened in competitive tendering?

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0739885914000985
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.retrec.2014.09.057?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. van de Velde, Didier & Wallis, Ian, 2013. "‘Regulated deregulation’ of local bus services—An appraisal of international developments," Research in Transportation Economics, Elsevier, vol. 39(1), pages 21-33.
    2. Hensher, David A. & Stanley, John, 2010. "Contracting regimes for bus services: What have we learnt after 20 years?," Research in Transportation Economics, Elsevier, vol. 29(1), pages 140-144.
    3. Hensher, David & Gwilliam, Ken & Burton, Mark & Smith, Neil & Van de Velde, Didier & Fridstrom, Lasse, 2008. "The ideal contract roundtable," Research in Transportation Economics, Elsevier, vol. 22(1), pages 188-194, January.
    4. Walters, Jackie & Jansson, Jan Owen, 2008. "Risk and reward in public transportation contracting," Research in Transportation Economics, Elsevier, vol. 22(1), pages 26-30, January.
    5. Mouwen, Arnoud & Rietveld, Piet, 2013. "Does competitive tendering improve customer satisfaction with public transport? A case study for the Netherlands," Transportation Research Part A: Policy and Practice, Elsevier, vol. 51(C), pages 29-45.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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. 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).
    5. 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.
    6. Schaaffkamp, Christoph, 2018. "Do direct awards lead to better public transport?," Research in Transportation Economics, Elsevier, vol. 69(C), pages 218-226.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Epstein, Bryan & Givoni, Moshe, 2016. "Analyzing the gap between the QOS demanded by PT users and QOS supplied by service operators," Transportation Research Part A: Policy and Practice, Elsevier, vol. 94(C), pages 622-637.
    2. Nayan, Ashish & Wang, David Z.W., 2017. "Optimal bus transit route packaging in a privatized contracting regime," Transportation Research Part A: Policy and Practice, Elsevier, vol. 97(C), pages 146-157.
    3. Filippini, M. & Koller, M. & Masiero, G., 2015. "Competitive tendering versus performance-based negotiation in Swiss public transport," Transportation Research Part A: Policy and Practice, Elsevier, vol. 82(C), pages 158-168.
    4. Bouf, Dominique & Faivre d’Arcier, Bruno, 2015. "The looming crisis in French public transit," Transport Policy, Elsevier, vol. 42(C), pages 34-41.
    5. Wong, Yale Z. & Hensher, David A., 2018. "The Thredbo story: A journey of competition and ownership in land passenger transport," Research in Transportation Economics, Elsevier, vol. 69(C), pages 9-22.
    6. Sheng, Dian & Meng, Qiang, 2020. "Public bus service contracting: A critical review and future research opportunities," Research in Transportation Economics, Elsevier, vol. 83(C).
    7. Hrelja, Robert & Rye, Tom & Mullen, Caroline, 2018. "Partnerships between operators and public transport authorities. Working practices in relational contracting and collaborative partnerships," Transportation Research Part A: Policy and Practice, Elsevier, vol. 116(C), pages 327-338.
    8. Pedro, Marisa J.G. & Macário, Rosário, 2016. "A review of general practice in contracting public transport services and transfer to BRT systems," Research in Transportation Economics, Elsevier, vol. 59(C), pages 94-106.
    9. Daniel Albalate & Germà Bel & Joan Calzada, 2010. "Urban transport governance reform in Barcelona," IREA Working Papers 201009, University of Barcelona, Research Institute of Applied Economics, revised Jun 2010.
    10. Germà Bel & Jordi Rosell, 2016. "Public and Private Production in a Mixed Delivery System: Regulation, Competition and Costs," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 35(3), pages 533-558, June.
    11. Link, Heike, 2019. "The impact of including service quality into efficiency analysis: The case of franchising regional rail passenger serves in Germany," Transportation Research Part A: Policy and Practice, Elsevier, vol. 119(C), pages 284-300.
    12. Odeck, James & Høyem, Harald, 2021. "The impact of competitive tendering on operational costs and market concentration in public transport: The Norwegian car ferry services," Research in Transportation Economics, Elsevier, vol. 90(C).
    13. Mokonyama, Mathetha & Venter, Christoffel, 2013. "Incorporation of customer satisfaction in public transport contracts – A preliminary analysis," Research in Transportation Economics, Elsevier, vol. 39(1), pages 58-66.
    14. Celik, Erkan & Aydin, Nezir & Gumus, Alev Taskin, 2014. "A multiattribute customer satisfaction evaluation approach for rail transit network: A real case study for Istanbul, Turkey," Transport Policy, Elsevier, vol. 36(C), pages 283-293.
    15. Andrés Gómez-Lobo & Julio Briones, 2014. "Incentives in Bus Concession Contracts: A Review of Several Experiences in Latin America," Transport Reviews, Taylor & Francis Journals, vol. 34(2), pages 246-265, March.
    16. Papaioannou, Panagiotis & Georgiadis, Georgios & Nikolaidou, Anastasia & Politis, Ioannis, 2020. "Public Transport tendering and contracting arrangements in countries under regulatory transition: The case of Cyprus," Research in Transportation Economics, Elsevier, vol. 83(C).
    17. 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).
    18. Cats, Oded, 2014. "Regularity-driven bus operation: Principles, implementation and business models," Transport Policy, Elsevier, vol. 36(C), pages 223-230.
    19. Ida, Yoram & Talit, Gal, 2015. "Regulation of public bus services: The Israeli experience," Transport Policy, Elsevier, vol. 42(C), pages 156-165.
    20. Andrea ZATTI, 2011. "Organizational models in European local public transport: is the new paradigm really dominant," Departmental Working Papers 2011-29, Department of Economics, Management and Quantitative Methods at Università degli Studi di Milano.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:retrec:v:48:y:2014:i:c:p:305-314. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/wps/find/journaldescription.cws_home/620614/description#description .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.