Analysis of Trajectory of Client’s Attitude Formation in Managerial Decisions for Improving the Customer Service Value

Bakalinsky, Olexander; Lozhachevska, Olena; Ilchenko, Victoria; Kovalenko, Natalya

doi:10.1007/978-3-030-69221-6_140

Cited by 5 publications

(3 citation statements)

References 15 publications

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“…Проте потрібно визнати, що обмеженням такого підходу є неможливість врахувати ситуацію, коли стрес виник в процесі обслуговування під впливом одного чинника, але зник під впливом іншого. В такому випадку пропонується враховувати траєкторії формування сприйнятої якості та / або споживчої цінності, як це показано в [3].…”

Section: аналіз останніх досліджень і публікаційunclassified

“…Вплив атрибутів агрегується в кінцеве сприйняття якості не в один момент часу, а протягом усього сервісного процесу. Заради спрощення ми допускаємо, що атрибути діють один за одним, мають однакову вагу, а їх вплив накопичується [3].…”

Section: джерело: розраховано авторами із застосуванням англомовного ...unclassified

“…BAKALINSSKYI 1* , T.S. MELNYK 2 , V. VAN ACKER 3 1* Doctor of Economics, professor, senior researcher at the Institute of Socio-Economic Research of Luxembourg, Luxembourg Institute of Socio-Economic Research, Maison des Sciences Humaines, e-mail: Oleksandr.Bakalinskyi@liser.lu…”

Section: висновкиmentioning

confidence: 99%

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Is the Dependence of Passenger Stress on the Perceived Quality of Transportation Is More Complex Than We Intended? Expanding the Methodological Basis of Research and Decision Making

Bakalinskii,

MELNYK,

Van Aker

2024

RTEM

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Purpose. Development of a methodological basis for measuring the dependence of passenger’ stress on the perceived quality of public transport service. Its achievement will contribute to certainty in management situations, when the task of the transport operator's management is to reduce the stress level of passengers. Research methodology: Research methodology: First survey was conducted by the Joint Stock Company "Ukrainian Railway". We found the most important attributes of the quality of transport service for passengers by types of wagons, the advantages and disadvantages of trip, the desired vectors of the customer value of the transport service. The second survey was conducted in the Luxembourg on the travel behavior of residents and commuters from neighboring countries. The results showed that the quality of the transport service perceived by the passenger is the main factor of stress. The dependence of passengers' stress level on attributes and aggregated perceived quality is complex. Therefore, when studying it, it is necessary to apply measurements along many dimensions. Scientific novelty. An important interest of transport operator is the dependence of passenger stress on the perceived quality of transport service. Point-oriented approaches to its study do not provide complete information that the management of the transport operator needs when developing measures to reduce passenger stress. The literature on passenger stress is analyzed from the point of view of the completeness of management information, which is necessary for transport operator to reduce passenger stress. The results of the literature review are checked in the authors' own research, which they conducted in Ukraine and the Grand Duchy of Luxembourg. New approaches to measurement of the dependence between passenger stress and the perceived quality of transport service are proposed. They form a broader methodological basis for research and management in this area. Practical significance. The application of the proposed approaches by the management of the transport operator will allow it to make decisions on regulating the quality of the transport service in order to reduce the stress of passengers on the basis of more complete management information.

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Section: аналіз останніх досліджень і публікаційunclassified

Section: джерело: розраховано авторами із застосуванням англомовного ...unclassified

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Is the Dependence of Passenger Stress on the Perceived Quality of Transportation Is More Complex Than We Intended? Expanding the Methodological Basis of Research and Decision Making

Bakalinskii,

MELNYK,

Van Aker

2024

RTEM

View full text Add to dashboard Cite

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Total Management of Customer Service Value - A Tool for Sustainable Changes in Service Behavior: Ukrainian Experience in Suburban Passenger Traffic

Bakalinsky

Ilchenko

Khmylievska

et al. 2022

Lecture Notes in Networks and Systems

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Conceptual Principles of Choosing Rational Forms of Labor Organization of Personnel of Motor Transport Enterprises

Antonenko

Кompanets

Ilchenko

et al. 2023

Lecture Notes in Networks and Systems

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Analysis of Trajectory of Client’s Attitude Formation in Managerial Decisions for Improving the Customer Service Value

Cited by 5 publications

References 15 publications

Is the Dependence of Passenger Stress on the Perceived Quality of Transportation Is More Complex Than We Intended? Expanding the Methodological Basis of Research and Decision Making

Is the Dependence of Passenger Stress on the Perceived Quality of Transportation Is More Complex Than We Intended? Expanding the Methodological Basis of Research and Decision Making

Total Management of Customer Service Value - A Tool for Sustainable Changes in Service Behavior: Ukrainian Experience in Suburban Passenger Traffic

Conceptual Principles of Choosing Rational Forms of Labor Organization of Personnel of Motor Transport Enterprises

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