Abstract
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 language | English |
|---|---|
| Pages (from-to) | 91-102 |
| Number of pages | 12 |
| Journal | Facilities |
| Volume | 37 |
| Issue number | 1/2 |
| DOIs | |
| Publication status | Published - 4 Feb 2019 |
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Keywords
- Hospitality
- Field study
- Cleanliness
- Corporate uniform
- Day-time cleaning
- Train journey
Cite this
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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 journal › Article › Academic › peer-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
M3 - Article
VL - 37
SP - 91
EP - 102
JO - Facilities
JF - Facilities
SN - 0263-2772
IS - 1/2
ER -