TY  - GEN
AU  - Ross,Tracy
AU  - May,Andrew
AU  - Cockbill,Stuart A
TI  - The personal and contextual factors that affect customer experience during rail service failures and the implications for service design
SN  - 1872-9126
PY  - 2021///0205
KW  - Consumer Behavior
KW  - Humans
KW  - Models, Organizational
KW  - Qualitative Research
KW  - Railroads
KW  - Systems Analysis
KW  - United Kingdom
N1  - Publication Type: Journal Article
UR  - https://doi.org/10.1016/j.apergo.2020.103096
ER  -