The personal and contextual factors that affect customer experience during rail service failures and the implications for service design
© 2020 The Authors 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....
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| Main Authors: | , , |
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| Format: | Default Article |
| Published: |
2020
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| Subjects: | |
| Online Access: | https://hdl.handle.net/2134/12631082.v1 |
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