1. Grönroos’ augmented
service offering model.
VR example
Mariia Kreposna

2. Journeys
in 201269,400
11,100
VR Group
personnel
passenger
services
Track
infrastructure
engineering
Transpoint
logistics
services
Years on
the market
150

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

6. Interaction
points
Interaction with
staff
Helpdesk
Buying tickets
On-board staff
On-line
Interaction
Send feedback
Refunding
Compensation
Questions
Data protection
Joint
development
Veturi scheme has
given passengers
more power to
have an impact on
VR’s services

7. Safety
Eco friendly
Responsibility
Convenient
Customer oriented
Businessoriented
For all groups of
customers Green
Cozy
Make you feel
at home
Reasonable
Reliable
ProfessionalReasonable
Reliable
Easygoing
Trustworthy
Dependable
Image

8. Animated Stonemen have formed the
fundament of VR brand communication

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