This paper: identifies personal and contextual factors that influence customer experience when service failures occur in rail transport; what is being conveyed through that factor (e.g. older age being used to convey vulnerability); and the implications for future service design. The results are from a thematic analysis of free-text rail passenger complaints (n = 516) reporting service failures that impacted on customer experience. The study differs from existing research on the pertinent personal and contextual factors for public transport service provision in that it: focuses on the passenger experience resulting from specific incidents (rather than evaluative, overall assessments of satisfaction), generates the factors inductively from the data (rather than a-priori) and uses detailed qualitative cases (rather than quantitative survey data). The findings (1) identify some similar factors to those used in previous research and uncover some new factors for both person and context, (2) provide an understanding of what they mean in terms of the passenger experience and (3) indicate how the factors might need to be measured if they are to be used by the rail industry. The paper concludes by using the outcome of an industry-based validation exercise to describe how the findings could be used in future rail services, namely: predicting where the customer experience is going to be sub-optimal, prioritising responses to particular circumstances, and designing services to better meet customer's needs. This exploratory research is timely, given the need for a more passenger-centric approach to service design and future developments such as smart-ticketing, which could potentially enable greater understanding of who is using the rail network and for what journeys.

中文翻译：

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在铁路服务故障期间影响客户体验的个人和背景因素以及对服务设计的影响。

本文：确定在铁路运输中发生服务故障时会影响客户体验的个人和背景因素；通过该因素传达的信息（例如，老年人被用来传达脆弱性）；以及对未来服务设计的影响。结果来自对自由文本铁路乘客投诉（n = 516）的主题分析，报告了影响客户体验的服务故障。该研究与现有的有关公共交通服务提供的相关个人和背景因素的研究不同之处在于，该研究：侧重于特定事件（而不是评估性，整体性满意度评估）产生的乘客体验，从数据中归纳出这些因素（而不是先验的），并使用详细的定性案例（而不是定量调查数据）。研究结果（1）确定了一些与先前研究中使用的因素相似的因素，并发现了有关人和背景的一些新因素；（2）提供了关于旅客体验的含义的理解；（3）指出了这些因素如何如果铁路行业要使用它们，可能需要进行测量。本文以基于行业的验证活动的结果作为结尾，描述了如何将这些发现用于未来的铁路服务中，即：预测客户体验将在何处达到最佳状态，对特定情况的响应进行优先级排序以及设计服务更好地满足客户的需求。鉴于需要以乘客为中心的服务设计和未来发展（例如智能票务，