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Out of the shadows

influencing train passengers’ perceptions and satisfaction by increasing visibility of cleaning staff

Out of the shadows

influencing train passengers’ perceptions and satisfaction by increasing visibility of cleaning staff

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.

OrganisatieHanzehogeschool Groningen
LectoraatFacility Management
Gepubliceerd in25th European Facility Management Conference (EFMC) 2017 Madrid, Spain, ESP
Jaar2017
TypeConferentiebijdrage
TaalEngels

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