Loading...
Publication
Towards a holistic approach to the travel experience: A qualitative study of bus transportation
Advisor(s)
Abstract(s)
This article presents the results of a qualitative study with 49 bus passengers in two types of middistance journeys: (1) experience-centric trips (touristic), and (2) utilitarian trips (intercity transportation). Study results show that passenger travel experience encompasses all moments of contact with
the transportation service, as well as aspects that are not in direct control of the transportation
provider. The results also reveal that the travel experience involves a holistic set of customer responses
that go beyond cognitive assessments, also comprising sensorial and emotional components. The
comparison of the two transportation settings shows that both experience-centric and utilitarian trip
passengers have a holistic view of the travel experience, although focusing on different experience
drivers and customer responses. These findings indicate that transport providers and planners should
pay attention to the overall customer travel experience from a holistic view, and that transportation
services should be carefully designed and managed in a systemic way
Description
Keywords
Travel experience Holistic