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Träfflista för sökning "L773:0969 6989 ;pers:(Edvardsson Bo)"

Sökning: L773:0969 6989 > Edvardsson Bo

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1.
  • Friman, Margareta, et al. (författare)
  • Frequency of Negative Critical Incidents and Satisfaction with Public Transport Services. I
  • 2001
  • Ingår i: Journal of Retailing and Consumer Services. - 0969-6989. ; 8:2, s. 95-104
  • Tidskriftsartikel (refereegranskat)abstract
    • A mail survey was conducted to investigate factors affecting public transport users´ satisfaction with the service. The respondents were residents of a metropolitan area of Sweden. A model was proposed and estimated using the maximum-likelihood method available in LISREL VIII. In the model, overall cumulative satisfaction is positively related to attribute-specific cumulative satisfaction which in turn is negatively related to the remembered frequency of negative critical incidents. In addition, measurement models indicated that both attribute-specific satisfaction and the frequency of negative critical incidents are related to treatment by employee, reliability of service, simplicity of information, and design.
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2.
  • Olsson, Lars E., et al. (författare)
  • Measuring service experience : Applying the satisfaction with travel scale in public transport
  • 2012
  • Ingår i: Journal of Retailing and Consumer Services. - Elsevier. - 0969-6989. ; 19, s. 413-418
  • Tidskriftsartikel (refereegranskat)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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  • Resultat 1-2 av 2
Typ av publikation
tidskriftsartikel (2)
Typ av innehåll
refereegranskat (2)
Författare/redaktör
Friman, Margareta, (2)
Olsson, Lars E (1)
Edvardsson, Bo, 1952 ... (1)
Gärling, Tommy, (1)
Pareigis, Jörg, 1977 ... (1)
Lärosäte
Karlstads universitet (2)
Språk
Engelska (2)
Forskningsämne (UKÄ/SCB)
Samhällsvetenskap (2)

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