Purpose Railway transport being a “service” is provided in a space and time dimension. Providing a better quality of service requires higher inputs, so evaluating the performance without these considerations would give a biased result. The purpose of this paper is to assess the performance...

Purpose – The purpose of this paper is threefold: first, to evaluate how the service process of the market leader differs from the other actors’ processes and whether the service process explains the success of the market leader; second, to identify the success factors of the service...