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The role of predicted, on-line experienced and remembered satisfaction in current choice to use public transport services

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  • Pedersen, Tore
  • Friman, Margareta
  • Kristensson, Per

Abstract

A longitudinal field study investigated the role of predicted, on-line experienced and remembered satisfaction in the current use of public transport. Sixty-two car users voluntarily travelled by public transport for a period of one month and ratings of predicted, on-line experienced and remembered satisfaction were collected. The results showed that remembered satisfaction with public transport was significantly lower than on-line experienced satisfaction. Furthermore, overall remembered satisfaction accounted for current public transport use, whereas on-line experienced satisfaction did not. Results suggest that recollection of satisfaction with public transport is negatively biased. This bias affects current choice to travel by public transport.

Suggested Citation

  • Pedersen, Tore & Friman, Margareta & Kristensson, Per, 2011. "The role of predicted, on-line experienced and remembered satisfaction in current choice to use public transport services," Journal of Retailing and Consumer Services, Elsevier, vol. 18(5), pages 471-475.
    • Handle: RePEc:eee:joreco:v:18:y:2011:i:5:p:471-475
    DOI: 10.1016/j.jretconser.2011.06.013
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    References listed on IDEAS

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    1. Daniel Kahneman & Robert Sugden, 2005. "Experienced Utility as a Standard of Policy Evaluation," Environmental & Resource Economics, Springer;European Association of Environmental and Resource Economists, vol. 32(1), pages 161-181, September.
    2. Friman, Margareta, 2004. "The structure of affective reactions to critical incidents," Journal of Economic Psychology, Elsevier, vol. 25(3), pages 331-353, June.
    3. Ettema, Dick & Gärling, Tommy & Olsson, Lars E. & Friman, Margareta, 2010. "Out-of-home activities, daily travel, and subjective well-being," Transportation Research Part A: Policy and Practice, Elsevier, vol. 44(9), pages 723-732, November.
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    Citations

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    Cited by:

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    3. Abenoza, Roberto F. & Liu, Chengxi & Cats, Oded & Susilo, Yusak O., 2019. "What is the role of weather, built-environment and accessibility geographical characteristics in influencing travelers’ experience?," Transportation Research Part A: Policy and Practice, Elsevier, vol. 122(C), pages 34-50.
    4. Ai-Yun Hsieh & Shao-Kang Lo & Yujong Hwang, 2024. "Making customers more likely to come back: the role of background colour in triggering arousal to influence memory, attitude, and patronage intention," Electronic Commerce Research, Springer, vol. 24(3), pages 2045-2064, September.
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    6. Andre Carrel & Raja Sengupta & Joan L. Walker, 2017. "The San Francisco Travel Quality Study: tracking trials and tribulations of a transit taker," Transportation, Springer, vol. 44(4), pages 643-679, July.
    7. Margareta Friman & Katrin Lättman & Lars E. Olsson, 2020. "Public Transport Quality, Safety, and Perceived Accessibility," Sustainability, MDPI, vol. 12(9), pages 1-14, April.
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    9. Susilo, Yusak O. & Cats, Oded, 2014. "Exploring key determinants of travel satisfaction for multi-modal trips by different traveler groups," Transportation Research Part A: Policy and Practice, Elsevier, vol. 67(C), pages 366-380.
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