The personal and contextual factors that affect customer experience during rail service failures and the implications for service design.
The personal and contextual factors that affect customer experience during rail service failures and the implications for service design.
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DOI：
10.1016/j.apergo.2020.103096
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发表时间：
2020-07
影响因子：
3.2
通讯作者：
T. Ross;A. May;Stuart Cockbill
中科院分区：
文献类型：
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作者：
T. Ross;A. May;Stuart Cockbill
本文：确定在铁路运输中发生服务故障时影响客户体验的个人和背景因素;通过该因素传达的内容（例如，用于传达脆弱性的年龄较大）;以及对未来服务设计的影响。结果来自对自由文本铁路乘客投诉（n = 516）的主题分析，这些投诉报告了影响客户体验的服务故障。这项研究不同于现有的研究有关的个人和背景因素的公共交通服务的提供，因为它：侧重于乘客的经验，从特定的事件（而不是评价，总体评估的满意度），产生的因素归纳的数据（而不是先验），并使用详细的定性案例（而不是定量调查数据）。研究结果（1）确定了一些与以前研究中使用的因素相似的因素，并发现了一些新的因素，（2）提供了对乘客体验的理解，（3）指出了如果铁路行业使用这些因素，可能需要如何测量。最后，本文使用基于行业的验证工作的结果来描述如何在未来的铁路服务中使用这些结果，即：预测客户体验将是次优的，优先考虑对特定情况的响应，以及设计服务以更好地满足客户的需求。这种探索性的研究是及时的，因为需要一种更加以运营商为中心的方法来进行服务设计和未来的发展，例如智能票务，这可能会使人们更好地了解谁在使用铁路网络以及什么旅程。
This paper: identifies personal and contextual factors that influence customer experience when service failures occur in rail transport; what is being conveyed through that factor (e.g. older age being used to convey vulnerability); and the implications for future service design. The results are from a thematic analysis of free-text rail passenger complaints (n = 516) reporting service failures that impacted on customer experience. The study differs from existing research on the pertinent personal and contextual factors for public transport service provision in that it: focuses on the passenger experience resulting from specific incidents (rather than evaluative, overall assessments of satisfaction), generates the factors inductively from the data (rather than a-priori) and uses detailed qualitative cases (rather than quantitative survey data). The findings (1) identify some similar factors to those used in previous research and uncover some new factors for both person and context, (2) provide an understanding of what they mean in terms of the passenger experience and (3) indicate how the factors might need to be measured if they are to be used by the rail industry. The paper concludes by using the outcome of an industry-based validation exercise to describe how the findings could be used in future rail services, namely: predicting where the customer experience is going to be sub-optimal, prioritising responses to particular circumstances, and designing services to better meet customer's needs. This exploratory research is timely, given the need for a more passenger-centric approach to service design and future developments such as smart-ticketing, which could potentially enable greater understanding of who is using the rail network and for what journeys.