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

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

Research output: Contribution to journalArticleAcademicpeer-review

10 Citations (Scopus)

Abstract

Information Quarterly, 15: 153–156). In Belgium and the Netherlands, one Performance measurement and communicating about it with the broader public is not self-evident if one looks at public services organizations (Hernon, 1998 P. Hernon, The government performance and results act. Government Information Quarterly, 15 (1998), pp. 153–156. Article | PDF (275 K) | | View Record in Scopus | | Cited By in Scopus (3)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.
Original languageEnglish
Pages (from-to)221-238
Number of pages18
JournalGovernment information quarterly
Volume25
Issue number2
DOIs
Publication statusPublished - 2008

Keywords

  • Performance
  • Performance communication
  • The Netherlands
  • Belgium
  • Public communication
  • Railways
  • METIS-252611
  • IR-78424

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