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B. Rüger:
"Customer Experience In Rail";
EURAILmag (eingeladen), 28 (2013), S. 102 - 103.

FOR MANY DECADES, RESEARCH AND DEVELOPMENT IN THE RAILWAY SECTOR FOCUSED ON TECHNICAL, OP􀇕
ERATIONAL, OR FINANCIAL IMPROVEMENTS. FEW, IF ANY, ACTORS PAID MUCH ATTENTION TO THE END USER.
FOR EXAMPLE, THE INDUSTRY ALWAYS THOUGHT ABOUT THE RAIL OPERATOR AS ITS IMMEDIATE CUSTOM􀇕
ER, AND OFTEN STILL DOES. BUT SCARCELY ANYONE CONSIDERED THE PUBLIC WHO USE THE SERVICES, THE
REAL CUSTOMERS FOR WHOM TRAVEL BY TRAIN IS DESTINED.

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http://publik.tuwien.ac.at/files/PubDat_226487.pdf