Measuring service experience: Applying the satisfaction with travel scale in public transport |
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| Authors: | Lars E Olsson Margareta Friman Jörg Pareigis Bo Edvardsson |
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| Institution: | 1. Service Research Center/SAMOT, Karlstad University, SE-65188 Karlstad, Sweden;2. Service Research Center, Karlstad University, SE-65188 Karlstad, Sweden;1. Department of Traffic Engineering, Chang’an University, Middle-section of Nan’er Huan Road, 710064 Xi’an, China;2. Urban Planning Group, Eindhoven University of Technology, De Zaale, 5612 AZ Eindhoven, Netherlands |
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| Abstract: | It is argued that favorable customer service experiences are crucial for the success of a company's offering, and research on the subject is growing rapidly. However, instruments for measuring service experience are not readily available. This study applies and validates the Satisfaction with Travel Scale (STS) for measuring the service experience in public transport. The results confirm that service experience is multidimensional, consisting of a cognitive dimension related to service quality and two affective dimensions related to positive activation, such as enthusiasm or boredom, and positive deactivation, such as relaxation or stress. |
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