This paper examines why failures and deficiencies in customer service occur, as discussed in both general business research and in public transport research. The focus is not on individual encounters between customers and a service provider, but on the organisational context that leads to a...

It is suggested that a possible reason for receiver‐operating characteristics (ROC) curves having a slope other than unity when plotted on Normal‐deviate axes is that the dichotomy into relevant and non‐relevant items is artificial, and that there is really a bivariate distribution of...