Out of the shadows: influencing train passengers’ perceptions and satisfaction by increasing visibility of cleaning staff

Martijn Vos, Jessica Sauren, Olaf Knoop

Research output: Chapter in Book/Report/Conference proceedingContribution to conference proceedingAcademicpeer-review

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Abstract

Traditionally, most cleaning activities take place in the evening or during nighttime.
In the Netherlands, day-time cleaning is becoming increasingly popular. It is however unknown how day-time cleaning affects perceptions and satisfaction of end-users. An experimental field study was conducted on trains of Netherlands Railways (NS) to determine how the presence of cleaning staff affects perceptions and satisfaction of train passengers.
Original languageEnglish
Title of host publicationResearch Papers for EUROFM's 16th Research Symposium
Subtitle of host publicationEFMC 2017
EditorsSusanne Balslev Nielsen, Per Anker Jensen, Rikke Brinkø
Place of PublicationLyngby
PublisherPolyteknisk Boghandel og Forlag
Pages213-219
ISBN (Print)9788750211129
Publication statusPublished - 2017
Event25th European Facility Management Conference (EFMC) 2017 - Teatro Goya, Madrid, Spain
Duration: 25 Apr 201728 Apr 2017
Conference number: 25th
https://www.eurofm.org/index.php/annual-european-facility-management-conference/efmc-2017

Conference

Conference25th European Facility Management Conference (EFMC) 2017
Abbreviated titleEFMC 2017
CountrySpain
CityMadrid
Period25/04/1728/04/17
Internet address

Keywords

  • facilities management
  • public transport
  • cleanliness
  • day-time cleaning
  • rail
  • perceptions
  • customer satisfaction

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    Vos, M., Sauren, J., & Knoop, O. (2017). Out of the shadows: influencing train passengers’ perceptions and satisfaction by increasing visibility of cleaning staff. In S. Balslev Nielsen, P. Anker Jensen, & R. Brinkø (Eds.), Research Papers for EUROFM's 16th Research Symposium: EFMC 2017 (pp. 213-219). Polyteknisk Boghandel og Forlag.