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

Martijn Vos; Jessica Sauren; Olaf Knoop

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

Martijn Vos
, Jessica Sauren
, Olaf Knoop

Facility Management

Hago Rail Services
N.V. Nederlandse Spoorwegen
Universiteit Twente

Onderzoeksoutput: Contribution to conference proceeding › Academic › peer review

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Samenvatting

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.

Originele taal-2	English
Titel	Research Papers for EUROFM's 16th Research Symposium
Subtitel	EFMC 2017
Redacteuren	Susanne Balslev Nielsen, Per Anker Jensen, Rikke Brinkø
Plaats van productie	Lyngby
Uitgeverij	Polyteknisk Boghandel og Forlag
Pagina's	213-219
ISBN van geprinte versie	9788750211129
Status	Published - 2017
Evenement	25th European Facility Management Conference (EFMC) 2017 - Teatro Goya, Madrid, Spain Duur: 25 apr. 2017 → 28 apr. 2017 Congresnummer: 25th https://www.eurofm.org/index.php/annual-european-facility-management-conference/efmc-2017

Conference

Conference	25th European Facility Management Conference (EFMC) 2017
Verkorte titel	EFMC 2017
Land/Regio	Spain
Stad	Madrid
Periode	25/04/17 → 28/04/17
Internet adres	https://www.eurofm.org/index.php/annual-european-facility-management-conference/efmc-2017

Keywords

facility management
openbaar vervoer

Research Focus Areas Research Centre or Centre of Expertise

Gezondheid & Welzijn

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PROCEEDINGS_EFMC_2017_WEBFinal published version, 10,8 MBLicentie: Unspecified

Interview EFMC 2017 - Madrid
Vos, M.
26/04/17
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Vos, Martijn ; Sauren, Jessica ; Knoop, Olaf. / Out of the shadows : influencing train passengers’ perceptions and satisfaction by increasing visibility of cleaning staff. Research Papers for EUROFM's 16th Research Symposium: EFMC 2017. redacteur / Susanne Balslev Nielsen ; Per Anker Jensen ; Rikke Brinkø. Lyngby : Polyteknisk Boghandel og Forlag, 2017. blz. 213-219

@inproceedings{d58649f866c44e1f9bc94c7501e20372,

title = "Out of the shadows: influencing train passengers{\textquoteright} perceptions and satisfaction by increasing visibility of cleaning staff",

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.",

keywords = "facilities management, public transport, cleanliness, day-time cleaning, rail, perceptions, customer satisfaction, facility management, openbaar vervoer",

author = "Martijn Vos and Jessica Sauren and Olaf Knoop",

year = "2017",

language = "English",

isbn = "9788750211129",

pages = "213--219",

editor = "\{Balslev Nielsen\}, Susanne and \{Anker Jensen\}, Per and Rikke Brink{\o}",

booktitle = "Research Papers for EUROFM's 16th Research Symposium",

publisher = "Polyteknisk Boghandel og Forlag",

note = "25th European Facility Management Conference (EFMC) 2017, EFMC 2017 ; Conference date: 25-04-2017 Through 28-04-2017",

url = "https://www.eurofm.org/index.php/annual-european-facility-management-conference/efmc-2017",

}

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 (reds.), Research Papers for EUROFM's 16th Research Symposium: EFMC 2017. Polyteknisk Boghandel og Forlag, Lyngby, blz. 213-219, 25th European Facility Management Conference (EFMC) 2017, Madrid, Spain, 25/04/17.

Out of the shadows: influencing train passengers’ perceptions and satisfaction by increasing visibility of cleaning staff. / Vos, Martijn; Sauren, Jessica; Knoop, Olaf.
Research Papers for EUROFM's 16th Research Symposium: EFMC 2017. reds. / Susanne Balslev Nielsen; Per Anker Jensen; Rikke Brinkø. Lyngby: Polyteknisk Boghandel og Forlag, 2017. blz. 213-219.

Onderzoeksoutput: Contribution to conference proceeding › Academic › peer review

TY - GEN

T1 - Out of the shadows

T2 - 25th European Facility Management Conference (EFMC) 2017

AU - Vos, Martijn

AU - Sauren, Jessica

AU - Knoop, Olaf

N1 - Conference code: 25th

PY - 2017

Y1 - 2017

N2 - 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.

AB - 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.

KW - facilities management

KW - public transport

KW - cleanliness

KW - day-time cleaning

KW - rail

KW - perceptions

KW - customer satisfaction

KW - facility management

KW - openbaar vervoer

M3 - Contribution to conference proceeding

SN - 9788750211129

SP - 213

EP - 219

BT - Research Papers for EUROFM's 16th Research Symposium

A2 - Balslev Nielsen, Susanne

A2 - Anker Jensen, Per

A2 - Brinkø, Rikke

PB - Polyteknisk Boghandel og Forlag

CY - Lyngby

Y2 - 25 April 2017 through 28 April 2017

ER -

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

Samenvatting

Conference

Keywords

Research Focus Areas Research Centre or Centre of Expertise

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Interview EFMC 2017 - Madrid

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