3. Passenger
service
Onboard services
Power sockets
Restaurant cars
Services for allergic passengers
Services for the disabled
Wireless Internet
Motor cycles and snowmobiles
Car transport
Group Compartments
Buying tickets
On-line
Machines
Train stations
On board
Mobile App
ENABLING
SERVICES
ENHANCING
SERVICES
4. Factors that affect the
Site
accessibili
ty
Convenience
Office hours
The ease of getting
appointment
The size of a
waiting room
Employee
’s
contributi
on
Number
Skills
Professionalism
Billing procedure
Types of payment
Insurance
Ease of
customer
participati
on
Instructions
concerning
procedures in
which passengers
must participate or
do by themselves
of the service
accessibility
5. Services are based on the needs
of different customer groups and
aim at meeting clients’ needs.
VR’s Veturi
customer loyalty
scheme:
• vr.fi website
• development of
mobile application
• new restaurant car
• food
9. Benefits comparing to
other transport:
• Comfort of rail travel
• Fast journey times
• Convenient location of the
station
• Safety of rail as a form of
transport
• Eco-friendly choice
• Vast variety of destinations
• Stable competitive prices
• Discounts for specific groups of
passengers
• Special offers
Weaknesses:
• Stations close early and
on weekends
10. Looking after customers during
disruptions in services
Services on trains
Purchasing tickets and searching for
information as a simple task
International expansion
Room for
improvement
11. Sources:
• Grönroos, C. (2007), Service management and
marketing: customer management in service
competition, pp183-195.
• www.vr.fi
• www.vr150.fi
• www.vrgroup.fi
• http://www.adforum.com/top5/worldwide/69/6710624