Transportsystemets kunder: en kritisk kunskapsöversikt

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Anne-Li Lindgren
Martin Andersson

The starting point of this literature review has been the customers of the transportation system identified by the Swedish Road Administration (SRA). One aim was to identify theoretical and methodological problems and the gap of knowledge that could be linked to the SRA use of the concept customer. Another aim was to identify important needs of knowledge. The literature review has been based on earlier research related to the use of the concept customer within different areas and disciplines: the public sector - health and medical service - child research, economics, consumer and consuming psychology, pedagogy and ethics. The discussion takes a perspective from bottom to top. This means that the discussion is focused on the consequence in first hand from the customers' perspective. Within this frame the SRA customers have been treated both from an individual perspective and a perspective of the industry. The literature review has shown that the use of the concept customer is complex and that it most truly includes different meanings and will raise different feelings when it comes to the definition of the concept customer, how it should be understood and used, but also if it is suitable to be used at all. The crucial point of the use of the concept customer and customer oriented work within the SRA will be the employees' definition, thoughts and attitude to the use of the concept customer. It could be questioned if it really contributes to the holistie approach the SRA aiming at. This needs further investigations. A conclusion is that there is a need for developing new tools in order to support and optimize well balanced decisions and actions both related to the desires of the customers and service to the customers.

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