Classification of reasons for poor customer experiences in service industries: the case of public transport
T.P. Hutchinson
Transportation Planning and Technology, 2011, vol. 34, issue 8, 747-758
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.
Date: 2011
References: View complete reference list from CitEc
Citations: View citations in EconPapers (1)
Downloads: (external link)
http://hdl.handle.net/10.1080/03081060.2011.613584 (text/html)
Access to full text is restricted to subscribers.
Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
HTML/Text
Persistent link: https://EconPapers.repec.org/RePEc:taf:transp:v:34:y:2011:i:8:p:747-758
Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/GTPT20
DOI: 10.1080/03081060.2011.613584
Access Statistics for this article
Transportation Planning and Technology is currently edited by Dr. David Gillingwater
More articles in Transportation Planning and Technology from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().