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

Martijn Christiaan Vos, Jessica Sauren, Olaf Knoop, Mirjam Galetzka, Mark Mobach, Adriaan T.H. Pruyn

Research output: Contribution to journalArticleAcademicpeer-review

1 Citation (Scopus)
35 Downloads (Pure)

Abstract

Purpose
The 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/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 day-time cleaning. This area of research has been largely neglected in the field of facilities and (public) services management research.
Original languageEnglish
Pages (from-to)91-102
Number of pages12
JournalFacilities
Volume37
Issue number1/2
DOIs
Publication statusPublished - 4 Feb 2019

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Cleaning
customer
staff
experience
public service
Netherlands
time of day
Trajectories
Bins
manager
Managers
methodology
management
Values

Keywords

  • Hospitality
  • Field study
  • Cleanliness
  • Corporate uniform
  • Day-time cleaning
  • Train journey

Cite this

Vos, Martijn Christiaan ; Sauren, Jessica ; Knoop, Olaf ; Galetzka, Mirjam ; Mobach, Mark ; Pruyn, Adriaan T.H. / Into the light : effects of the presence of cleaning staff on customer experience. In: Facilities. 2019 ; Vol. 37, No. 1/2. pp. 91-102.
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Into the light : effects of the presence of cleaning staff on customer experience. / Vos, Martijn Christiaan; Sauren, Jessica; Knoop, Olaf; Galetzka, Mirjam ; Mobach, Mark; Pruyn, Adriaan T.H.

In: Facilities, Vol. 37, No. 1/2, 04.02.2019, p. 91-102.

Research output: Contribution to journalArticleAcademicpeer-review

TY - JOUR

T1 - Into the light

T2 - effects of the presence of cleaning staff on customer experience

AU - Vos, Martijn Christiaan

AU - Sauren, Jessica

AU - Knoop, Olaf

AU - Galetzka, Mirjam

AU - Mobach, Mark

AU - Pruyn, Adriaan T.H.

PY - 2019/2/4

Y1 - 2019/2/4

N2 - 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.

AB - 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.

KW - Hospitality

KW - Field study

KW - Cleanliness

KW - Corporate uniform

KW - Day-time cleaning

KW - Train journey

U2 - 10.1108/F-10-2017-0105

DO - 10.1108/F-10-2017-0105

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EP - 102

JO - Facilities

JF - Facilities

SN - 0263-2772

IS - 1/2

ER -