Measuring service experience: Applying the satisfaction with travel scale in public transport

Lars E. Olsson, Margareta Friman, Pareigis, Jörg and Bo Edvardsson

Journal of Retailing and Consumer Services, 2012, vol. 19, issue 4, 413-418

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.

Keywords: Satisfaction with travel scale; Service experience; Scale validation; Public transport (search for similar items in EconPapers)
Date: 2012
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (14)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0969698912000458
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:19:y:2012:i:4:p:413-418

DOI: 10.1016/j.jretconser.2012.04.002

Access Statistics for this article

Journal of Retailing and Consumer Services is currently edited by Harry Timmermans

More articles in Journal of Retailing and Consumer Services from Elsevier
Bibliographic data for series maintained by Catherine Liu ().