Analysis of a Train-operating Company’s Customer Service System during Disruptions: Conceptual Requirements for Gamifying Frontline Staff Development

Ben Clegg; Richard Orme; Chris Owen; Pavel Albores

doi:10.1016/j.jrtpm.2017.12.002

Analysis of a Train-operating Company’s Customer Service System during Disruptions: Conceptual Requirements for Gamifying Frontline Staff Development

Ben Clegg^*, Richard Orme, Chris Owen, Pavel Albores

^*Corresponding author for this work

Research output: Contribution to journal › Article › peer-review

Abstract

This paper provides an account of an action research study into the systemic success factors which help frontline staff react to and recover from a rail service disruption. This study focuses on the effective use of information during a disruption to improve customer service, as this is a priority area for train-operating companies (TOCs) in Great Britain.

A novel type of systems thinking, known as Process-Oriented Holonic Modelling (PrOH), has been used to investigate and model the ‘Passenger Information During Disruption’ (PIDD) system.

This paper presents conceptual requirements for a gamified learning environment; it describes ‘what’; ‘how’ and ‘when’ these systemic success factors could be gamified using a popular disruption management reference framework known as the Mitigate, Prepare, React and Recover (MPRR) framework.

This paper will interest managers of and researchers into customer service system disruptions, as well as those wishing to develop new gamified learning environments to improve customer service systems.

Original language	English
Pages (from-to)	56-77
Number of pages	22
Journal	Journal of Rail Transport Planning & Management
Volume	8
Issue number	1
Early online date	5 Jan 2018
DOIs	https://doi.org/10.1016/j.jrtpm.2017.12.002
Publication status	Published - 1 Jun 2018

Bibliographical note

© 2018, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
http://creativecommons.org/licenses/by-nc-nd/4.0/.

Keywords

customer service systems
gamification
systems thinking
Mitigate-Plan-React-Recovery (MPRR) framework
disruption management
frontline staff training

Access to Document

10.1016/j.jrtpm.2017.12.002

Analysis of a Train-operating Company’s Customer
© 2018, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/.
Accepted author manuscript, 1.42 MBLicence: CC BY-NC-ND 3.0

Cite this

@article{d719703d4aba4afeaef8b69480a19037,

title = "Analysis of a Train-operating Company{\textquoteright}s Customer Service System during Disruptions: Conceptual Requirements for Gamifying Frontline Staff Development",

abstract = "This paper provides an account of an action research study into the systemic success factors which help frontline staff react to and recover from a rail service disruption. This study focuses on the effective use of information during a disruption to improve customer service, as this is a priority area for train-operating companies (TOCs) in Great Britain. A novel type of systems thinking, known as Process-Oriented Holonic Modelling (PrOH), has been used to investigate and model the {\textquoteleft}Passenger Information During Disruption{\textquoteright} (PIDD) system.This paper presents conceptual requirements for a gamified learning environment; it describes {\textquoteleft}what{\textquoteright}; {\textquoteleft}how{\textquoteright} and {\textquoteleft}when{\textquoteright} these systemic success factors could be gamified using a popular disruption management reference framework known as the Mitigate, Prepare, React and Recover (MPRR) framework.This paper will interest managers of and researchers into customer service system disruptions, as well as those wishing to develop new gamified learning environments to improve customer service systems. ",

keywords = "customer service systems, gamification, systems thinking, Mitigate-Plan-React-Recovery (MPRR) framework, disruption management, frontline staff training",

author = "Ben Clegg and Richard Orme and Chris Owen and Pavel Albores",

note = "{\textcopyright} 2018, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/.",

year = "2018",

month = jun,

day = "1",

doi = "10.1016/j.jrtpm.2017.12.002",

language = "English",

volume = "8",

pages = "56--77",

journal = "Journal of Rail Transport Planning & Management",

issn = "2210-9706",

publisher = "Elsevier",

number = "1",

}

TY - JOUR

T1 - Analysis of a Train-operating Company’s Customer Service System during Disruptions

T2 - Conceptual Requirements for Gamifying Frontline Staff Development

AU - Clegg, Ben

AU - Orme, Richard

AU - Owen, Chris

AU - Albores, Pavel

PY - 2018/6/1

Y1 - 2018/6/1

N2 - This paper provides an account of an action research study into the systemic success factors which help frontline staff react to and recover from a rail service disruption. This study focuses on the effective use of information during a disruption to improve customer service, as this is a priority area for train-operating companies (TOCs) in Great Britain. A novel type of systems thinking, known as Process-Oriented Holonic Modelling (PrOH), has been used to investigate and model the ‘Passenger Information During Disruption’ (PIDD) system.This paper presents conceptual requirements for a gamified learning environment; it describes ‘what’; ‘how’ and ‘when’ these systemic success factors could be gamified using a popular disruption management reference framework known as the Mitigate, Prepare, React and Recover (MPRR) framework.This paper will interest managers of and researchers into customer service system disruptions, as well as those wishing to develop new gamified learning environments to improve customer service systems.

AB - This paper provides an account of an action research study into the systemic success factors which help frontline staff react to and recover from a rail service disruption. This study focuses on the effective use of information during a disruption to improve customer service, as this is a priority area for train-operating companies (TOCs) in Great Britain. A novel type of systems thinking, known as Process-Oriented Holonic Modelling (PrOH), has been used to investigate and model the ‘Passenger Information During Disruption’ (PIDD) system.This paper presents conceptual requirements for a gamified learning environment; it describes ‘what’; ‘how’ and ‘when’ these systemic success factors could be gamified using a popular disruption management reference framework known as the Mitigate, Prepare, React and Recover (MPRR) framework.This paper will interest managers of and researchers into customer service system disruptions, as well as those wishing to develop new gamified learning environments to improve customer service systems.

KW - customer service systems

KW - gamification

KW - systems thinking

KW - Mitigate-Plan-React-Recovery (MPRR) framework

KW - disruption management

KW - frontline staff training

UR - https://www.scopus.com/record/display.uri?eid=2-s2.0-85039926502&origin=SingleRecordEmailAlert&dgcid=raven_sc_affil_en_us_email&txGid=6be75a36b03dac5d2b69fcae6a368e0a

UR - http://linkinghub.elsevier.com/retrieve/pii/S2210970617300495

U2 - 10.1016/j.jrtpm.2017.12.002

DO - 10.1016/j.jrtpm.2017.12.002

M3 - Article

SN - 2210-9706

VL - 8

SP - 56

EP - 77

JO - Journal of Rail Transport Planning & Management

JF - Journal of Rail Transport Planning & Management

IS - 1

ER -

Analysis of a Train-operating Company’s Customer Service System during Disruptions: Conceptual Requirements for Gamifying Frontline Staff Development

Abstract

Bibliographical note

Keywords

Access to Document

Other files and links

Fingerprint

Cite this