Into the light: effects of the presence of cleaning staff on customer experience

Abstract

Daytime cleaning is becoming increasingly popular in (public) service environments. It is however unknown how the presence of cleaning staff in the service environment affects perceptions and satisfaction of end-users. An experimental field study was conducted during the train journey to determine how the presence of cleaning staff affects perceptions and satisfaction of train passengers. Design/methodology/approach: Two experimental field studies were performed. Data for the first study were collected on the trajectory between the train station of Assen and the station of Groningen (N = 506) in the northern part of the Netherlands. Data for the second study were collected on the trajectory between train station "Amsterdam Amstel" and train station "Utrecht Centraal" (N = 1,113) in the central part of the Netherlands. In the experimental condition two cleaners collected waste and performed minor cleaning activities (i.e., empty trash bins, cleaning doors, and tables) during the journey. After the first study, cleaners received hospitality training and corporate uniforms. Findings: The presence of cleaning staff positively influenced train passengers' perceptions and satisfaction. Effects were stronger in the second study, after the second consecutive intervention (i.e., hospitality training, corporate uniforms). In both studies, the presence of cleaners positively influenced passengers' perceptions of staff, cleanliness, and comfort. The perception of atmosphere was only significant after the intervention. Practical implications: The findings of this study allow in-house and corporate facility managers to better understand the possible effects of the presence of their cleaning staff on end-user perceptions and satisfaction. Originality/value: The study's value lies in its human centred approach by demonstrating the importance of daytime cleaning. This area of research has been largely neglected in the field of facilities and (public) services management research.

Occupant satisfaction on facility services: case studies of six multi-generational condominiums

“…Moreover, the interaction between customers and service personnel (i.e. the service encounter) is considered to be a crucial factor influencing customer experience in the service delivery process (Vos et al , 2019).…”

“…The preference for functional quality can be explained in relation to the service method previously mentioned. Previous research indicates that the presence of cleaning staff influences customer’s perceptions and satisfaction positively (Vos et al , 2019). This is because service personnel is able to communicate a firm’s ideals and attributes through the service encounter.…”

Subconscious influences on perceived cleanliness in hospitality settings

“…While useful for gaining traction for this line of reasoning, both the Whitehead et al (2007) and Whatley et al (2012) studies were qualitative and performed within the context of medical service delivery. Vos et al (2019b) , however, extended this stream of evidence by conducting two field experiments in train stations in the Netherlands. In both of these experiments, “the presence of cleaners positively influenced passengers’ perceptions of staff, cleanliness, and comfort ( Vos et al, 2019b ).…”

“… Vos et al (2019b) , however, extended this stream of evidence by conducting two field experiments in train stations in the Netherlands. In both of these experiments, “the presence of cleaners positively influenced passengers’ perceptions of staff, cleanliness, and comfort ( Vos et al, 2019b ).…”

“…While the concept of perceived cleanliness has received attention on a routine basis in the hospitality literature (e.g. Vos et al, 2019a , 2019b ), there are some potential subconscious influencers of cleanliness perceptions that can be found in other research fields such as medical, psychology, family business and physiology. Therefore, the purpose of this paper is to introduce these subconscious influencers to the hospitality discipline.…”