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Sökning: L773:0969 6989 > Friman Margareta

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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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3.
  • Pedersen, Tore, 1961-, et al. (författare)
  • The role of predicted, on-line experienced and remembered satisfaction in current choice to use public transport services
  • 2011
  • Ingår i: Journal of Retailing and Consumer Services. - 0969-6989. ; 18:5, s. 471-475
  • Tidskriftsartikel (refereegranskat)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.
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