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Passengers, citizens, customers: London transport transformed 1977–1987

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  • James Fowler
  • Roy Edwards

Abstract

This paper examines a transformation in the corporate control of London’s transport between 1977 and 1987. We offer a detailed case study explaining how a corporatist consensus broke down, what replaced it, and why. By 1977, London Transport was a centralised monopoly captured by its producer groups while passengers were treated as passive recipients. Two alternatives presented themselves: a utility maximising perspective, empowering passengers as citizens, or a cost-minimising perspective construing passengers as customers. After a period of conflict, central government intervened to disaggregate London Transport as an organisation while keeping its monopoly of provision intact. We assess this complicated transformation, arguing that there was a pivot from enterprise-level to product-level orientated logics visible in the day-to-day operations, interactions, and reporting systems. Using techniques later characterised as New Public Management, senior officials re-configured London Transport’s dynamic capabilities towards commercial imperatives, successfully transforming its business model.

Suggested Citation

  • James Fowler & Roy Edwards, 2025. "Passengers, citizens, customers: London transport transformed 1977–1987," Business History, Taylor & Francis Journals, vol. 67(1), pages 185-210, January.
    • Handle: RePEc:taf:bushst:v:67:y:2025:i:1:p:185-210
    DOI: 10.1080/00076791.2023.2247343
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