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Classification of reasons for poor customer experiences in service industries: the case of public transport

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  • 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.

Suggested Citation

  • T.P. Hutchinson, 2011. "Classification of reasons for poor customer experiences in service industries: the case of public transport," Transportation Planning and Technology, Taylor & Francis Journals, vol. 34(8), pages 747-758, July.
    • Handle: RePEc:taf:transp:v:34:y:2011:i:8:p:747-758
    DOI: 10.1080/03081060.2011.613584
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    Cited by:

    1. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Mohd Haniff Osman & Muhamad Razuhanafi Mat Yazid & Munzilah Md. Rohani, 2022. "The Influence of Service Quality on User’s Perceived Satisfaction with Light Rail Transit Service in Klang Valley, Malaysia," Mathematics, MDPI, vol. 10(13), pages 1-21, June.

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