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Journal cover: Managing Service Quality

Managing Service Quality

ISSN: 0960-4529

Online from: 1991

Subject Area: Managing Quality

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Causes of customer dissatisfaction - studies of public transport by the critical-incident method


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Title:Causes of customer dissatisfaction - studies of public transport by the critical-incident method
Author(s):Bo Edvardsson, (Professor of Business Administration and Director of the Service Research Center - CTF, University of Karlstad, Sweden)
Citation:Bo Edvardsson, (1998) "Causes of customer dissatisfaction - studies of public transport by the critical-incident method", Managing Service Quality, Vol. 8 Iss: 3, pp.189 - 197
Keywords:Complaints, Public transport, Service quality, Sweden
Article type:Case study
DOI:10.1108/09604529810215675 (Permanent URL)
Publisher:MCB UP Ltd
Abstract:Looks at customer dissatisfaction by focusing on the events which provide the source of the dissatisfaction and complaints. Uses data from research into public transport. Includes analysis of written complaints and information from interviews with customers. Concludes that quality shortcomings are in most cases recurrent. Suggests that the company featured in the study should focus on aspects related to the drivers, punctuality and use of information coming from customers in the form of complaints.



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