The public transport industry is one of the most competitive sectors in the UK with airlines, rail and bus operators all facing stiff competition not only from their direct rivals but also from other modes and private transport. The response of customers to improvements in quality of service by bus operators is discussed and evaluated using case studies, and proposals are made for future developments.
Disney, J. (1998), "Competing through quality in transport services", Managing Service Quality: An International Journal, Vol. 8 No. 2, pp. 112-118. https://doi.org/10.1108/09604529810206918Download as .RIS
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