Please use this identifier to cite or link to this item:
|Scopus||Web of Science®||Altmetric|
|Title:||The customer experience when using public transport: a review|
|Citation:||Proceedings of the Institution of Civil Engineers-municipal Engineer, 2009; 162(ME3):149-157|
|Publisher:||Thomas Telford Services Ltd|
|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.|
|Appears in Collections:||Centre for Automotive Safety Research publications|
Files in This Item:
There are no files associated with this item.
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.