IDEAS home Printed from https://ideas.repec.org/a/vrs/manmen/v25y2021i2p187-205n6.html
   My bibliography  Save this article

Influence of the organizational structure of Polish passenger railways on the process of communication with customers

Author

Listed:
  • Sobotkiewicz Dariusz

    (University of Zielona Góra, Faculty of Economics and Management, Poland)

  • Waniowski Paweł

    (Wroclaw University of Economics and Business, Faculty of Management, Poland)

Abstract

The aim of the article is to show the influence of the complicated organizational structure of Polish railways on the process of communication with customers. A thesis was formulated that one of the significant problems significantly contributing to the low popularity of rail services compared to other countries and the poor image of Polish railways are deficiencies in communication with customers resulting from an extremely complicated and incomprehensible organizational structure for customers. The theoretical part presents the contemporary understanding of organizational structure. On the other hand, the empirical part shows, based on the analysis of secondary sources, communication problems resulting from imperfect relations between individual entities manifested in the duplication of activities and undertaking projects that are assessed by clients as chaotic and inconsistent. The results of the research can be used by Polish railways to reorganize their organizational structures towards improving communication with customers.

Suggested Citation

  • Sobotkiewicz Dariusz & Waniowski Paweł, 2021. "Influence of the organizational structure of Polish passenger railways on the process of communication with customers," Management, Sciendo, vol. 25(2), pages 187-205, December.
    • Handle: RePEc:vrs:manmen:v:25:y:2021:i:2:p:187-205:n:6
    DOI: 10.2478/manment-2019-0079
    as

    Download full text from publisher

    File URL: https://doi.org/10.2478/manment-2019-0079
    Download Restriction: no
    File URL: https://libkey.io/10.2478/manment-2019-0079?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Tomeš, Zdeněk & Jandová, Monika, 2018. "Open access passenger rail services in Central Europe," Research in Transportation Economics, Elsevier, vol. 72(C), pages 74-81.
    2. Cantos, Pedro & Manuel Pastor, José & Serrano, Lorenzo, 2012. "Evaluating European railway deregulation using different approaches," Transport Policy, Elsevier, vol. 24(C), pages 67-72.
    3. Dea van Lierop & Madhav G. Badami & Ahmed M. El-Geneidy, 2018. "What influences satisfaction and loyalty in public transport? A review of the literature," Transport Reviews, Taylor & Francis Journals, vol. 38(1), pages 52-72, January.
    4. Liao, Chechen & Chuang, Shu-Hui & To, Pui-Lai, 2011. "How knowledge management mediates the relationship between environment and organizational structure," Journal of Business Research, Elsevier, vol. 64(7), pages 728-736, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Xuan Phuong Nguyen, 2019. "The Bus Transportation Issue And People Satisfaction With Public Transport In Ho Chi Minh City ," Journal of Mechanical Engineering Research & Developments (JMERD), Zibeline International Publishing, vol. 42(1), pages 10-16, January.
    2. Le, Yiping & Oka, Minami & Kato, Hironori, 2022. "Efficiencies of the urban railway lines incorporating financial performance and in-vehicle congestion in the Tokyo Metropolitan Area," Transport Policy, Elsevier, vol. 116(C), pages 343-354.
    3. Laroche, Florent, 2024. "Goodbye monopoly: The effect of open access passenger rail competition on price and frequency in France on the high-speed paris-Lyon line," Transport Policy, Elsevier, vol. 147(C), pages 12-21.
    4. Weckström, Christoffer & Mladenović, Miloš N. & Kujala, Rainer & Saramäki, Jari, 2021. "Navigability assessment of large-scale redesigns in nine public transport networks: Open timetable data approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 147(C), pages 212-229.
    5. Link, Heike, 2019. "The impact of including service quality into efficiency analysis: The case of franchising regional rail passenger serves in Germany," Transportation Research Part A: Policy and Practice, Elsevier, vol. 119(C), pages 284-300.
    6. Nguyen-Phuoc, Duy Quy & Vo, Nguyen S. & Su, Diep Ngoc & Nguyen, Vinh Hoang & Oviedo-Trespalacios, Oscar, 2021. "What makes passengers continue using and talking positively about ride-hailing services? The role of the booking app and post-booking service quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 150(C), pages 367-384.
    7. Esmailpour, Javad & Aghabayk, Kayvan & Aghajanzadeh, Mohammad & De Gruyter, Chris, 2022. "Has COVID-19 changed our loyalty towards public transport? Understanding the moderating role of the pandemic in the relationship between service quality, customer satisfaction and loyalty," Transportation Research Part A: Policy and Practice, Elsevier, vol. 162(C), pages 80-103.
    8. Zhongqiong Qu & Yiming Lu & Zhiqiu Jiang & Ellen Bassett & Tao Tan, 2018. "A Psychological Approach to ‘Public Perception’ of Land-Use Planning: A Case Study of Jiangsu Province, China," Sustainability, MDPI, vol. 10(9), pages 1-20, August.
    9. Luo, Shuli & He, Sylvia Y. & Grant-Muller, Susan & Song, Linqi, 2023. "Influential factors in customer satisfaction of transit services: Using crowdsourced data to capture the heterogeneity across individuals, space and time," Transport Policy, Elsevier, vol. 131(C), pages 173-183.
    10. de Oña, Juan, 2020. "The role of involvement with public transport in the relationship between service quality, satisfaction and behavioral intentions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 296-318.
    11. Poinsot, Philippe, 2016. "Jules Dupuit And The Railroads: What Is The Role Of The State?," Journal of the History of Economic Thought, Cambridge University Press, vol. 38(2), pages 189-209, June.
    12. Cegarra-Navarro, Juan-Gabriel & Soto-Acosta, Pedro & Wensley, Anthony K.P., 2016. "Structured knowledge processes and firm performance: The role of organizational agility," Journal of Business Research, Elsevier, vol. 69(5), pages 1544-1549.
    13. Quy Nguyen-Phuoc, Duy & Nguyen, Teron & Ngoc Su, Diep & Thi Le, Phuong & Oviedo-Trespalacios, Oscar, 2022. "How do social cues from other passengers affect word-of-mouth and intention to continue using bus services? A second-order SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 158(C), pages 302-320.
    14. Mariusz Niekurzak & Jerzy Mikulik, 2023. "Business Models in Terms of the Strategy for Sustainable Management in Economic Entities Taking into Account Energy Transformation," Energies, MDPI, vol. 16(11), pages 1-17, May.
    15. Ayadi, Ahmed & Hammami, Sami, 2015. "An analysis of the performance of public bus transport in Tunisian cities," Transportation Research Part A: Policy and Practice, Elsevier, vol. 75(C), pages 51-60.
    16. Shuli Luo & Sylvia Y He, 2021. "Using data mining to explore the spatial and temporal dynamics of perceptions of metro services in China: The case of Shenzhen," Environment and Planning B, , vol. 48(3), pages 449-466, March.
    17. Allen, Jaime & Muñoz, Juan Carlos & Rosell, Jordi, 2019. "Effect of a major network reform on bus transit satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 124(C), pages 310-333.
    18. Brenna, Claudio, 2024. "Price impact of high-speed rail competition between multiple full-service and low-cost operators on less congested corridors in Spain," Transport Policy, Elsevier, vol. 156(C), pages 77-88.
    19. Adrian Nerja, 2023. "An efficiency analysis of Spanish airports," Papers 2311.16156, arXiv.org.
    20. Lefebvre, M. & Perelman, S. & Pestieau, P., 2015. "Productivity and performance in the public sector," LIDAM Discussion Papers CORE 2015052, Université catholique de Louvain, Center for Operations Research and Econometrics (CORE).

    More about this item

    Keywords

    organizational structure; communication processes; Polish railways;
    All these keywords.

    JEL classification:

    • L92 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Railroads and Other Surface Transportation
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L22 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Firm Organization and Market Structure

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:vrs:manmen:v:25:y:2021:i:2:p:187-205:n:6. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Peter Golla (email available below). General contact details of provider: https://www.sciendo.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.