Designing a customer communication system for critical incidents

Frank Liebermann

Research output: ThesisDoctoral Thesis

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The starting point for this thesis was a major incident on the entire Swiss rail network following a power cut. For several hours, rail traffic came to a standstill, with all trains stopped in their tracks. This situation caused the Swiss Federal Railway (SFR) to come under considerable fire. As a result, several projects were initiated which were intended to prevent a similar situation from reoccurring in the future. The optimisation of customer information in the event of incidents is one of these projects. As very little concrete literature exists on the subject of customer information in the rail environment, various subjects were studied in order to provide possible explanations. These include research areas such as customer satisfaction research, customer segmentation, and technological and sociological trends. Other dimensions, such as crisis and incident management and stakeholder management, provide best practice approaches which offer ideas for improvement. Propositions were formulated which deal with customer satisfaction and how this can be maintained. Methodologically, the thesis follows the case study approach. The first part deals with qualitative interviews carried out within the SFR organisation in order to examine the existing situation. The second part consists of an analysis of secondary quantitative data, using surveys to examine customers and their attitudes towards the company.It generally appears that customers accept breakdowns in a complex technological environment.
Original languageEnglish
QualificationDoctor of Business Administration
Awarding Institution
  • Charles Sturt University
Award date20 Jan 2013
Place of PublicationAustralia
Publication statusPublished - 2013
Externally publishedYes

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