Commuter complaints on SMRT train breakdowns

• Main Author: VARGHESE, Susheela A.
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2013
• Subjects: influence; issues management; trust; stakeholder communication; crisis communication; public sector; SMRT; Singapore; Business Administration, Management, and Operations; Business and Corporate Communications; Social Influence and Political Communication
• Online Access: https://ink.library.smu.edu.sg/cases_coll_all/73; https://cmp.smu.edu.sg/case/2001
• Institution: Singapore Management University

In December 2011, the world renowned SMRT train system in Singapore suffered a series of commuter disruptions that shattered public confidence in the system. SMRT Corporation Ltd. is Singapore’s multi-modal public transport operator, with train, bus and taxi services across the island. This case rec...