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Understanding the travel experience and its impact on attitudes, emotions and loyalty towards the transportation provider–A quantitative study with mid-distance bus trips

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  • Carreira, Rui
  • Patrício, Lia
  • Natal Jorge, Renato
  • Magee, Chris

Abstract

Enhancing the travel experience has become a crucial consideration for transportation companies to promote differentiation and customer loyalty. Therefore, transport planners, providers and manufacturers in general are becoming aware of the significance of understanding the passenger experience better, in order to improve transit policies, management and vehicles. The holistic perspective of the travel experience is conceptualized as involving: (1) a thorough set of passenger internal responses (e.g. cognitive and emotional) that are driven by experience factors, some of which are (2) aspects that are not in complete control of the transportation provider, such as waiting areas or the social environment, during (3) all the moments before, throughout and after the trip. Although transportation research has studied the different aspects of transportation quality, empirical studies with such a broad approach to the travel experience and its impact on loyalty are still scarce.

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  • Carreira, Rui & Patrício, Lia & Natal Jorge, Renato & Magee, Chris, 2014. "Understanding the travel experience and its impact on attitudes, emotions and loyalty towards the transportation provider–A quantitative study with mid-distance bus trips," Transport Policy, Elsevier, vol. 31(C), pages 35-46.
    • Handle: RePEc:eee:trapol:v:31:y:2014:i:c:p:35-46
    DOI: 10.1016/j.tranpol.2013.11.006
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