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Keywords: Transportation
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Journal Articles
International Journal of Quality and Service Sciences (2013) 5 (3): 256–274.
Published: 30 August 2013
... and functioning of the service system influences the prevalence of customer misbehaviour. Design/methodology/approach A critical incident technique was adopted to collect and analyse qualitative data from frontline employees who work on board buses, trains, trams and in metro in the Swedish public transport...
