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Enhancing transportation service experience in developing countries: a post pandemic perspective

Enhancing transportation service experience in developing countries: a post pandemic perspective

Mogaji, Emmanuel ORCID: 0000-0003-0544-4842, Adekunle, I and Nguyen, P (2020) Enhancing transportation service experience in developing countries: a post pandemic perspective. In: Lee, J and Han, H, (eds.) COVID-19 and the Future of the Service Industry Post-Pandemic. Springer, Singapore. (In Press)

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Abstract

The impact of COVID-19 on human activities has been immense, and the consequences are still unfolding. The arrival of COVID-19 has changed the provision and delivery of transportation services. This chapter specifically focuses on the anticipated post-pandemic changing nature of the service and service industries with particular reference to the Nigerian transport industry and its post-pandemic outlook. Nigeria, a developing country with existing underlying economic challenges, weak transportation infrastructures, and a growing population, faces a multitude of challenges adjusting to the 'new normal' post-pandemic. This chapter contributes to the emerging literature on the impact of the pandemic on developing countries; it presents the opportunities and inherent challenges for services providers, service design and service quality and improvement. The study recognises the impact of poor infrastructure on transportation and ardently on transport services provision and service system and process. Managerial implications for government, policymakers and transport services providers were also provided. Transportation service providers also need to redesign and co-create value in their services in recognition of an immediate transition of service processes, effectively communicate and engage with the customer through social media and other platforms and ensuring technology-enabled customer encounters.

Item Type: Book Section
Uncontrolled Keywords: COVID-19, pandemic, Nigeria, developing countries, transportation, service experience, service design
Subjects: H Social Sciences > H Social Sciences (General)
Faculty / Department / Research Group: Faculty of Business
Faculty of Business > Department of Marketing, Events & Tourism
Last Modified: 25 Nov 2020 10:35
Selected for GREAT 2016: None
Selected for GREAT 2017: None
Selected for GREAT 2018: None
Selected for GREAT 2019: None
Selected for REF2021: None
URI: http://gala.gre.ac.uk/id/eprint/30008

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