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Type: Journal article
Title: Classification of reasons for poor customer experiences in service industries: the case of public transport
Author: Hutchinson, T.
Citation: Transportation Planning and Technology, 2011; 34(8):747-758
Publisher: Gordon Breach Sci Publ Ltd
Issue Date: 2011
ISSN: 0308-1060
Organisation: Centre for Automotive Safety Research (CASR)
Statement of
T.P. Hutchinson
Abstract: This paper examines why failures and deficiencies in customer service occur, as discussed in both general business research and in public transport research. The focus is not on individual encounters between customers and a service provider, but on the organisational context that leads to a particular quality of customer experience. Going beyond the facts about service quality, the reasons for failures in quality need to be classified and organised. Suggestions are made for this, beginning by distinguishing between reasons internal to public transport itself (which are split into four types, each being sub-classified) and those external (again of four types, each subclassified). The proposed method of organising the reasons is not specific to public transport, but could be adapted to other industries.
Keywords: passenger satisfaction; public transport; quality; reasons for poor service; service failures; classification
Rights: © 2011 Taylor & Francis
RMID: 0020116040
DOI: 10.1080/03081060.2011.613584
Appears in Collections:Centre for Automotive Safety Research publications

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