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Showing results? An analysis of the perceptions of internal and external stakeholders of the public performance communication by the Belgian and Dutch Railways

2007; Elsevier BV; Volume: 25; Issue: 2 Linguagem: Inglês

10.1016/j.giq.2007.01.003

1872-9517

Dave Gelders, Mirjam Galetzka, Jan Pieter Verckens, E.R. Seydel,

Customer Service Quality and Loyalty

Performance measurement and communicating about it with the broader public is not self-evident if one looks at public services organizations (Hernon, P., 1998. The government performance and results act. Government Information Quarterly, 15: 153–156). In Belgium and the Netherlands, one organization that has been under constant surveillance from its stakeholders is the railroad company. Originally a national public service, it has changed through a European directive to operate in a liberalized transportation market. In this paper, we present the results of a qualitative study into what the Belgian and Dutch railway companies measure about their performance towards travelers, how they measure it, and specifically how they communicate it to their employees and stakeholders. Although we might expect the Dutch railway company (NS) to be more transparent than the Belgian railway company (NMBS/SNCB), in reality the two organizations do not differ that much from each other.