The customer experience when using public transport: a review

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dc.contributor.authorHutchinson, T.
dc.date.issued2009
dc.description© 2010 Thomas Telford Publishing Ltd.
dc.description.abstractThis 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.
dc.description.statementofresponsibilityT. P. Hutchinson
dc.identifier.citationProceedings of the Institution of Civil Engineers: Municipal Engineer, 2009; 162(ME3):149-157
dc.identifier.doi10.1680/muen.2009.162.3.149
dc.identifier.issn0965-0903
dc.identifier.issn1751-7699
dc.identifier.orcidHutchinson, T. [0000-0002-4429-0885]
dc.identifier.urihttp://hdl.handle.net/2440/57309
dc.language.isoen
dc.publisherThomas Telford Services Ltd
dc.source.urihttps://doi.org/10.1680/muen.2009.162.3.149
dc.subjectmarketing & public relations
dc.subjectrail & bus stations
dc.subjecttransport management
dc.titleThe customer experience when using public transport: a review
dc.typeJournal article
pubs.publication-statusPublished

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