Out of the shadows:influencing train passengers’ perceptions and satisfaction by increasing visibility of cleaning staff

Abstract

Traditionally, most cleaning activities take place in the evening or during nighttime.In the Netherlands, day-time cleaning is becoming increasingly popular. It is however unknown how day-time cleaning affects perceptions and satisfaction of end-users. An experimental field study was conducted on trains of Netherlands Railways (NS) to determine how the presence of cleaning staff affects perceptions and satisfaction of train passengers