How Service Quality delivers more– and influences demand

The way service quality affects demand, and the importance of local understanding of the market, are crucial to taking the business forard.

Originally from an operations background, John Austin has worked in the public transport industry for over 20 years, developing concepts and practical strategies and influencing policy- and decision-makers in a wide range of areas, but particularly in the fields of travel information systems and processes

Originally from an operations background, John Austin has worked in the public transport industry for over 20 years, developing concepts and practical strategies and influencing policy- and decision-makers in a wide range of areas, but particularly in the fields of travel information systems and processes

Stagecoach now offers alternative branding and vehicle specification for it’s more premium ‘Goldline’ services in a bid to address different consumers

Stagecoach now offers alternative branding and vehicle specification for it’s more premium ‘Goldline’ services in a bid to address different consumers

When I began my career in transport back in the 1980’s, with an Economics degree, my first posting after completing the Senior Management Training Scheme with the UK’s then state-owned National Bus Company was in its Planning Department, developing computer models to forecast demand for the group’s bus services.  We used these not only to give strategic information to government about the business, but also to assist local bus company managers in planning their...