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

Author:

Vos Martijn C.,Sauren Jessica,Knoop Olaf,Galetzka Mirjam,Mobach Mark P.,Pruyn Ad T.H.

Abstract

PurposeThe purpose of this paper is to determine how the presence of cleaning staff affects perceptions and satisfaction of train passengers. Day-time 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.Design/methodology/approachTwo 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.FindingsThe 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 implicationsThe 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/valueThe study’s value lies in its human centred approach by demonstrating the importance of day-time cleaning. This area of research has been largely neglected in the field of facilities and (public) services management research.

Publisher

Emerald

Subject

Building and Construction,Architecture,Human Factors and Ergonomics

Reference38 articles.

1. Doing cleaning work’scientifically’: the reorganization of work in the contract building cleaning industry;Economic and Industrial Democracy,2001

2. Which are the stimuli in facial displays of anger and happiness? Configurational bases of emotion recognition;Journal of Personality and Social Psychology,1992

3. How can you do it? Dirty work and the challenge of constructing a positive identity;Academy of Management Review,1999

4. The role of the environment in marketing services: the consumer perspective,1987

5. The influence of store environment on quality inferences and store image;Journal of the Academy of Marketing Science,1994

同舟云学术

1.学者识别学者识别

2.学术分析学术分析

3.人才评估人才评估

"同舟云学术"是以全球学者为主线,采集、加工和组织学术论文而形成的新型学术文献查询和分析系统,可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容,当前同舟云学术共收录了国内外主流学术期刊6万余种,收集的期刊论文及会议论文总量共计约1.5亿篇,并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询!咨询电话:010-8811{复制后删除}0370

www.globalauthorid.com

TOP

Copyright © 2019-2024 北京同舟云网络信息技术有限公司
京公网安备11010802033243号  京ICP备18003416号-3