Mark Van Hagen

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David Seamon

Kansas State University

Samuel LÉZÉ

École Normale Supérieure de Lyon

Daniel Cefaï

EHESS-Ecole des hautes études en sciences sociales

Jörg Volbers

Freie Universität Berlin

rudolph bauer

Washington Center for Consciousness Studies

César Gómez Algarra

Universidad Complutense de Madrid

George Bajalia

Wesleyan University

Pankhuri Agarwal

University of Bath

Kamlesh Shukla

ERITREA INSTITUTE OF TECHNOLOGY,MAI NEFHI,ERITREA

Jim King

University of Leicester

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Papers by Mark Van Hagen

Measuring stress during train trips

A New Train Product: On the Track of the Customer

The mission statement of the Dutch Railway company (NS) is to attract more and more satisfied pas... more The mission statement of the Dutch Railway company (NS) is to attract more and more satisfied passengers. To achieve this NS has to consider two important trends that are going to take place in the years to come. The first one is the individualisation of society, which causes a change in the demands of clients. The new train product has to satisfy these demands. The second trend is a geographical expansion in the Netherlands, as a result of which the average travel distance will become larger. This also has to be taken into account in the development of the new train product. To deal with these trends NS has developed a three-train system connecting to the geographical expansion, with three levels of comfort connecting to the individual wishes of customers, that can vary by customer or the kind of trip the customer is making. By meeting the customers wishes in an optimal way, NS can achieve a growth of passenger kilometres of 50% to 60% between 2000 and 2010. This growth will especially take place between the cities in the Randstad, and in the long distance market between the Randstad and the rest of the Netherlands. (A) For related work see ITRD E206649 and E206696. For the covering abstract of the conference see ITRD E206647.

High-Speed Freight Transport: First Steps Towards Intra-European High Speed Freight Transport by Rail

A study is presented of the possibility of developing the high-speed transport of freight as a re... more A study is presented of the possibility of developing the high-speed transport of freight as a result of the development of a trans-European high-speed rail network. Several aspects of this potential future freight market are important. On the demand side, new logistics strategies and structures need to be developed. Relevant market segments include intra-European transport of goods by air, express transport with 2-4 days delivery times, and the market for international road transport of high-value goods and perishable goods. On the supply side, there are several criteria for locating a high-speed rail freight terminal, and dedicated shuttle trains and a radial network seem preferable. The concept of Trans-European Rail Freight Freeways (TERFF) makes it possible to create high-speed rail freight services in transport corridors. With respect to regulations, European Union (EU) Guideline 91/440 was intended to define policies for future rail transport, and 'complete liberalisation' would lead to the most favourable position, although it seems unlikely to be established soon. High-speed rail freight transport could contribute to the relief of severe environmental and congestion problems in certain parts of Europe, by shifting much cargo from roads. Some further actions to be taken are recommended. For the covering abstract, see IRRD 898133.

De evaluatie door klanten van self-service technologiën in het openbaar vervoer

Customer evaluations of self-service technologies in public transport

PROCEEDINGS OF THE EUROPEAN TRANSPORT CONFERENCE 2007 HELD 17-19 OCTOBER 2007, LEIDEN, THE NETHERLANDS, 2007

ABSTRACT Self-service technologies (SSTs) are increasingly introduced in public transport. A self... more ABSTRACT Self-service technologies (SSTs) are increasingly introduced in public transport. A self-service technology (SST) can be defined as &quot;a technological interface that enables customers to produce a service independent of direct service employee involvement&quot; (Meuter et al., 2000, p. 50). Examples of these self-service technologies or technology-based self-services (TBSS) include &quot;on-site&quot; options such as touch screens in department stores, automated teller machines (ATMs) and ticket machines and &quot;off-site&quot; options such as telephone and online banking and shopping, getting travel information on the internet (Dabholkar and Bagozzi, 2002). Since new technologies are continuously introduced, it is evident that these technological service innovations will increasingly be a critical component of customer-firm interactions. In this study we look at how the use of self-service technologies within public transport is evaluated by customers. A positive or negative evaluation of a self-service has an effect on the total quality perception of the public transport service and on the attitude towards the service provider. Previous research already showed that in the evaluation of a self-service the attributes or characteristics of the SSTs play an important role. Therefore, in this study we look at the relative importance of different characteristics of the self-service. In addition, we look at the effect on customers evaluations of the service when they are forced to use these new service technologies. This aspect is an increasingly relevant issue for research on self-service technologies, especially as companies are trying to stimulate the use of self- service technologies by making traditional service encounters increasingly unattractive, for example, by charging extra fees. Finally, our conceptual framework incorporates travel behaviour and traveller&#39;s characteristics as a moderator in the evaluation of self-services. This paper is organized as follows. First, we will give a definition of self- service technologies and present our conceptual framework. In the next sections we present the methodology and results of an empirical study. Finally, results are discussed and conclusions are drawn.

The Search for the Perfect Interchange

An increased public transport share of travel is essential for the long-term well-being of most u... more An increased public transport share of travel is essential for the long-term well-being of most urban areas, as is encouragement of more 'sustainable' modes such as cyling and walking. Improving the accessibility of public transport and the quality of interchange between public transport services is a crucial factor, if the overall attractiveness of public transport is to be enhanced. Accessibility and interchange are two distinct functions of the public transport interface with passengers. Interest in the passenger interface subject has grown over the last years and has been steadily supported by the European Commission (EC). This paper presents the GUIDE (Group for Urban Interchanges Development and Evaluation) project which is sponsored by the EC. GUIDE is a group of twelve European-based organisations including public transport operators (and authorities) of a number of European cities, educational establishments, and transport consultants. GUIDE investigates several good and bad examples of interchange in several countries, which must result in the production of a "GUIDE to best practice". (A) For the covering abstract of the conference see IRRD E203386.

Resorts and Transport Mode Choice: A Rational Weighing-Up?

An analysis of the responses of 1200 travellers to museums with different accessibility profiles ... more An analysis of the responses of 1200 travellers to museums with different accessibility profiles reveals that they travel in conformance with the desired policy. Many passengers use public transportation to visit A locations, while only very few use it to reach C locations. The share of public transportation in the modal split to B locations lies somewhere in the middle. A policy directed at establishing daytime attractions at A and B locations would therefore be useful. Paradoxically, almost half of all displacements to these attractions are made without taking into consideration factors such as travelling time and/or costs. Further analysis of 600 hypothetical movements to the museums indicates that the total travelling time using public transportation is generally underestimated and the total travelling time per automobile is overestimated. The Movement Factor Value (MFV) for the hypothetical trips was between 1 and 1.5, while the outcome for the actual movements was always more than 2. Public transportation with a MFV less than 1.5 should compete with the automobile to all locations with daytime attractions. This standard is, however, based on objective network travelling times. The MFV does not appear to play a dominant role for non-routine movements. Other factors such as convenience, costs, comfort and attitude towards public transportation also play a role. For the covering abstract of the conference see IRRD 862276.

The Potential of Schiphol Airport in Relationship to the High Speed Train

Amsterdam "Schiphol" Airport aims to become one of the five or six main airports in Eur... more Amsterdam "Schiphol" Airport aims to become one of the five or six main airports in Europe, after deregulation has been introduced. A geographical study done by the Netherlands Railways NS showed that Amsterdam is very well positioned both as an ICA-Gateway and as an Eurohub, in spite of views to the contrary. Even if other airports extend their network, the geographical position of Schiphol is far above average, and is in fact the second best position within Europe. Since Amsterdam Airport also offers good prospects in capacity, quality, hinterland connections and rates, it seems Schiphol is bound to become a major hub. These developments are of great importance for the railway company. It may affect the implementation of the "Rail 21" plan and the High Speed Train concept. The aim is an optimal integration between rail and air transport on national as well as international levels. (A) For the covering abstract of the conference see IRRD 856918.

Exploring cleanliness in the Dutch facilities management industry: a Delphi approach

Facilities, Aug 14, 2018

Purpose-This paper identifies antecedents that influence perceived cleanliness by consulting expe... more Purpose-This paper identifies antecedents that influence perceived cleanliness by consulting experts and end users in the field of facilities management (facility service providers, clients of facility service providers, and consultants). Business models were evaluated to understand why some antecedents are adopted by practitioners and others are not. Design/methodology/approach-A qualitative study, with end users (n = 7) and experts (n = 24) in the field of facilities management, was carried out to identify antecedents of perceived cleanliness. Following the Delphi approach, different research methods including interviews, group discussions and surveys were applied. Findings-Actual cleanliness, cleaning staff behaviour, and the appearance of the environment were identified as the three main antecedents of perceived cleanliness. Client organisations tend to have a stronger focus on antecedents that are not related to the cleaning process compared to facility service providers. Practical implications-More (visible) cleaning, maintenance, toilets, scent, architecture, and use of materials offer interesting starting points for practitioners to positively influence perceived cleanliness. These antecedents may also be used for the development of a standard for perceived cleanliness. Originality/value-A basis was created for the development of an instrument that measures perceived cleanliness and includes antecedents that are typically not included in most of the current standards of actual cleanliness (e.g., NEN 2075, ISSA).

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Cleanliness unravelled: a review and integration of literature

Journal of Facilities Management, Aug 2, 2018

Purpose The purpose of this paper is to present a systematic literature review on stimulus, organ... more Purpose The purpose of this paper is to present a systematic literature review on stimulus, organism and response variables related to actual and perceived cleanliness and develop a conceptual framework to encourage future research on cleanliness. Design/methodology/approach The PRISMA statement methodology for systematic literature review was applied. After analysing 926 articles, 46 articles were included and reviewed. Findings Stimulus, organism and response variables related to cleanliness were identified and integrated in a conceptual framework. A distinction was made between articles evaluating the relationship between stimulus and organism variables; stimulus and response variables; and organism and response variables. First, actual cleanliness, staff behaviour, condition of the environment, scent and the appearance of the physical environment were identified as stimuli variables influencing perceived cleanliness and service quality. Second, the presence of litter, behaviour and presence of others, scent, disorder, availability of trash cans and informational strategies were identified as stimuli affecting littering and other kinds of unethical behaviour. Third, the effect of perceived cleanliness (and other organism variables) on satisfaction, approach behaviours, physical activity and pro-social behaviour was registered. Practical implications The findings of this review allow in-house and corporate facility managers to better understand and identify most effective interventions positively influencing actual and perceived cleanliness. Originality/value No systematic literature review on antecedents and consequences of a clean environment has previously been conducted.

Creating Synergy In and Around Stations: Three Strategies for Adding Value

Transportation Research Record, 2002

What you want, is what you should get: customer's wishes in the process of (re)development of inner-city railway station areas

PROCEEDINGS OF THE EUROPEAN TRANSPORT CONFERENCE (ETC) 2003 HELD 8-10 OCTOBER 2003, STRASBOURG, FRANCE, 2003

This paper provides recommendations for managing customer's wishes in (re)developing processe... more This paper provides recommendations for managing customer's wishes in (re)developing processes of inner-city railway station areas. Users of stations want a reliable, safe, fast, easy, comfortable and pleasant interchange. This means that besides speed and safety, quality in the sense of comfort and experience add value to the appreciation of the interchange. Focussing on the consumers' appreciation of travel time leads to three strategies in which value can be added to the interchange: speeding up individual trips and taking away the hassle of interchanging; concentrate origins and destinations near the station and improve the quality of the station surroundings; and adding facilities that enhance the comfort and experience of interchanging. These three strategies have potential of fulfilling a leading role both in the (re)development process of the station area, as well as in the design of the actual spatial solution, which should be the result of the process. This hypothesis is based on research done on the redevelopment of the station area of the Dutch city of Hertogenbosch, which is widely regarded as a successful example of such a redevelopment. The redevelopment consists of a new station, two parking garages of 300 and 1070 places, 1495 apartments, 189.600 sq.m offices (10.000 employees), 45.000 sq.m educational facility (13.000 students) and 35.000 sq.m commercial space. A key element in this development is the simultaneous use of both transportation facilities and real estate in order to create synergy between both identities of a station: as a node in transport networks and as a location in the city. The case shows that managing the process by using the three strategies, whether this happens consciously or unconsciously, focuses the process towards opportunities for synergy between the different stakeholders involved. For the covering abstract see ITRD E126595.

A New Train Product: From Customer Wishes to an Integrated Train Product

This paper provides recommendations for the (re-)development of railway station areas creating sy... more This paper provides recommendations for the (re-)development of railway station areas creating synergy between both identities of a station: as a node in transport networks and as a location in the city. Users of stations want a reliable, safe, fast, easy, comfortable and pleasant interchange. This means that besides speed and safety, quality in the sense of comfort and experience add value to the appreciation of the interchange. Focusing on the individual appreciation of travelling time leads to three strategies in which value can be added to the interchange: (1) accelerate: speeding up individual trips and taking away the hassle of interchanging; (2) condense: concentrate origins and destinations near the station and improve the quality of the station surrounding; and (3) enhance: adding facilities that enhance the comfort and experience of interchanging. Synergy in the (re-)development of stations is created by making use of both transport and real estate elements. Every enhancement in the station and the environment should be in line with these three strategies. (Re-)development of the station in this way will match with the customer wishes. (A) For related work see ITRD E206649 and E206676. For the covering abstract of the conference see ITRD E206647.

Design Study Public Transport in Urban Areas

In three study regions (in the cities of Tiburg, Dordrecht and The Hague) the performance of the ... more In three study regions (in the cities of Tiburg, Dordrecht and The Hague) the performance of the opening transport network are compared with two alternatives, a quicker opening network and a connecting plus opening network. Firstly, different network designs for the study regions are made. This shows the practical advantages and disadvantages of the network principles. Thereafter, the designs are compared for the effects in exploitation and use. The quicker opening network seems to have better chances in middle-great cities for a combined increase of quality and cost effectiveness. For the covering abstract of the conference see IRRD 884093.

Slow but Sure, Survey on the Benefits of Slow Modes. Accelerating and Slowing Down: Synthesis

This paper is part of a study into the 'Benefits of slow modes', and summarizes the resul... more This paper is part of a study into the 'Benefits of slow modes', and summarizes the results of a literature survey. Speed is an essential economic and cultural factor in western societies. People want fast and flexible transport systems in order to minimalize travel time and optimize their freedom of movement. Only a small group of 'time-pioneers' sees possibly a individual surplus value in slow modes. Within existing transport markets the prospects for slow modes are meagre. Improving these chances seems possible only: (1) by speeding up slow modes; (2) by developing new and slower innovative varieties of fast modes; and (3) by compensating the travel time loss in the costs, reliability, and comfort. See also IRRD 887609 and 887610. For the covering abstract of the conference see IRRD 887581.

Cleanliness Perceptions Scale

Objective and subjective predictors of perceived cleanliness on train stations

Cleanliness is one of the key determinants of overall customer satisfaction in train stations. Cu... more Cleanliness is one of the key determinants of overall customer satisfaction in train stations. Customers' perception of cleanliness is not limited to cleaning only but depends on multiple predictors. A better understanding of these predictors may contribute to the optimisation of perceived cleanliness in train stations. The current study was designed to examine how objective predictors (measures of cleaning quality), subjective predictors (e.g., customers' perception of lighting, scent, staff), and demographic variables relate to perceived cleanliness in train stations. Data on cleaning quality were gathered by trained cleaning inspectors and data on subjective predictors of cleanliness were obtained through surveys collected at 25 train stations in the Netherlands (N = 19.206). Data were examined using correlation and regression analysis. Positive and significant correlates of perceived cleanliness in train stations were found, including: perception of scent, lighting, colour, and staff. In regression analysis, customers' perception of scent and lighting appeared to be powerful predictors of perceived cleanliness. These findings underline that customers' perception of cleanliness is not only influenced by cleaning quality, but also by other predictors, such as scent, lighting, colour, and staff behaviour.

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The influence of colored lighting on the experience and satisfaction with a Dutch railway station

Improving Railway Passengers Experience: Two Perspectives

Journal of traffic and transportation engineering, Jun 28, 2019

This paper describes two perspectives to improve the passenger experience. The passenger satisfac... more This paper describes two perspectives to improve the passenger experience. The passenger satisfaction pyramid is introduced, consisting of the base of the pyramid (dissatisfiers) focusing on time well saved and the top of the pyramid (satisfiers) aiming at time well spent. The challenge in planning and design of public transport services is to find the most efficient (set of) design choices. Depending on the context this might either mean focusing on the top or on the bottom of the pyramid. We found that influencing and enhancing the qualities of the satisfiers is far more important than traditional studies showed us. For stations, regression analyses show that dissatisfiers are responsible for explaining almost half of the total score of the station and satisfiers are responsible for the other half of the scores passengers give for the station. We still have to put a lot of energy in getting the basics right, starting in the planning phase, but then we are not allowed to lean back. We have to keep investing in qualities like ambience, comfort and experience which makes the customers truly happy at the end of the day.

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The Psychological Value of Time

Transportation research procedia, 2018

Much research in the field of public transport takes the approach that ravel time is lost time an... more Much research in the field of public transport takes the approach that ravel time is lost time and values time as the ratio of the marginal utilities of time and money. As such, travel time is considered as a disutility or cost, but a view is emerging that some people actually enjoy travel time in the act of travel itself, and that travel time can be experienced intrinsically as meaningful and pleasurable. Although time can be spent on different activities (e.g., work, leisure, travel), people only have a limited amount of time to spent, (i.e., twenty-four hours per day), and they will allocate time and money budgets dependent on context and motivation. Following the pioneering work of Becker on the allocation of time, it can be postulated that an hour spent on a meaningful activity is more valuable than an hour spent on a less valuable activity. As such, the value of travel time is not only related to hours and money spent but also to the value of time as experienced by the passenger. In this article we present what the impact is when we look at the psychologically experienced time, using two case studies which show the impact on the service quality of a railway operator.

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Measuring stress during train trips