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Type: Journal article
Title: The customer experience when using public transport: a review
Author: Hutchinson, T.
Citation: Proceedings of the Institution of Civil Engineers-municipal Engineer, 2009; 162(ME3):149-157
Publisher: Thomas Telford Services Ltd
Issue Date: 2009
ISSN: 0965-0903
Statement of
T. P. Hutchinson
Abstract: This review offers comments on some of the less quantitative aspects of the quality of customer service in public transport. Examples of failings of transport operators and their staff are given, and it is noted what a great range of issues matter to passengers and therefore need to be managed by operators. The paper provides a discussion on the size of both vehicles and operating organisations, and the relevance of these factors to keeping in touch with customers, access, waiting and interchange issues and the public viewing other members of the public negatively. A contrast exists between the viewpoints of operators and the public; however, methods for recording passengers' experiences are available and there have been attempts to develop theories that connect server action, via attitude, with future customer behaviour. It is noteworthy that the relevant research is widely dispersed over many different disciplines and many different journals.
Keywords: marketing & public relations; rail & bus stations; transport management
Description: © 2010 Thomas Telford Publishing Ltd.
RMID: 0020094876
DOI: 10.1680/muen.2009.162.3.149
Appears in Collections:Centre for Automotive Safety Research publications

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