Abstract Analysis of the vulnerability of rail transport systems has received considerable
attention in the literature over several decades. Since economic development is usually …

Artificial intelligence (AI) has been widely adopted in the service sector to enhance the
customer experience and gain a competitive advantage. However, there are a limited …

The integration of business flow status updates creates a framework for dynamically
evaluating operation and maintenance activities, and that assessment is an essential …

This paper presents a framework to express the role of people in establishing and
maintaining system safety. The Human Functions in Safety (HFiS) framework has been …

Acknowledging the possible impacts of the location of a vertical handrail on the accessibility
of wheelchair passengers, this study explores different dimensions of the vertical handrail …

Intense competition among e-marketplaces drives companies to find creative ways to attract
and keep customers. One of the approaches is by increasing customer engagement in the …

Effectively prompting empathy from service employees towards users is a challenging yet
essential endeavor to support user-centric approaches plebiscited by service companies. In …

While existing approaches for assessing passenger experience are often limited to surveys
of customer satisfaction, societal and technological challenges push the railway industry to …

Passengers' travel behaviour is one of the significant factors affecting train overcrowding.
Train occupancy information has been introduced as a tool to stimulate passengers' …

Public transport is a relevant issue for cities' and territories' development. From the
perspective of consumer behavior, citizens' experience as users and consumers is a topic of …