Passengers, citizens, customers: London transport transformed 1977–1987
研究了1977至1987年间伦敦交通公司从垄断组织向市场化转型的过程，分析了政府干预、管理变革和乘客角色转变，适合关注公共部门改革和交通政策的研究者。
This paper examines a transformation in the corporate control of London’s transport between 1977 and 1987. We offer a detailed case study explaining how a corporatist consensus broke down, what replaced it, and why. By 1977, London Transport was a centralised monopoly captured by its producer groups while passengers were treated as passive recipients. Two alternatives presented themselves: a utility maximising perspective, empowering passengers as citizens, or a cost-minimising perspective construing passengers as customers. After a period of conflict, central government intervened to disaggregate London Transport as an organisation while keeping its monopoly of provision intact. We assess this complicated transformation, arguing that there was a pivot from enterprise-level to product-level orientated logics visible in the day-to-day operations, interactions, and reporting systems. Using techniques later characterised as New Public Management, senior officials re-configured London Transport’s dynamic capabilities towards commercial imperatives, successfully transforming its business model.