Services Standards: Defining the Core Consumer Elements ... - ANEC

Hans-W. Micklitz
4. Content of the contract
The technical standards being studied here are not designed to systematically
deal with contract issues.
a) Affordability, minimum content, safety, quality, payment
Emphasis, however, is put on the quality that has to be provided. This is true for
at least three standards; EN 13816 on public passenger transport – service
quality definition, targeting and measurement, EN 13876 on goods transport
chains, code of practice for the provision of cargo transport services, and 15140
on public passenger transport – basic requirements and recommendations for
systems that measure delivered service quality. The latter one is devoted
entirely to laying down quality requirements and systems for measuring the
quality. Safety issues, i.e. sense of personal protection experienced by
customer, show up in EN 13816 on ‘Public passenger transport – service quality
definition, targeting and measurement’ only. The quality criteria cover the sense
of personal protection experienced by customers.
Public
passenger
transport –
Service quality
definition,
targeting and
measurement
EN 13816
Goods
transport
chains, Code
of practice for
the provision
of cargo
transport
services
EN 13876
Public
passenger
transport -
Basic
requirements
and
recommendati
ons for
systems that
measure
delivered
service quality
EN 15140
Business Plan
Transport –
Logistics and
services
CEN TC 320
Affordability
Minimum
content through
contract terms
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