Samenvatting
The level of road maintenance in the Nordic countries has traditionally been of a high standard because of the challenging environment, long distances and difficult climatic conditions. Recently the focus has shifted from simple road maintenance or product development to a customer oriented approach, where room for new innovations can still be found. The overriding goal in the Nordic road administrations is to produce services and safe journey efficiently. One central factor of production is the customer and the importance is still growing. At its best, the customer oriented approach can be described as a new paradigm in which the customer is the focus of all road administration and management decisions. (Author/publisher).