Start Date

2-10-2013 2:35 PM

End Date

2-10-2013 3:00 PM

Description

Abstract: For its users, infrastructure is not an artefact; it is in fact an experience. Understanding a customer’s response to a specific transport service involves appraisal resources; communication resources by we express evaluation, attitude and emotion. Customer appraisal responses can be registered to transport systems. This literally enables maps to be created that reveal customer evaluations, attitudes and emotions associated with locations along a transport route. Comparative studies of service experience are possible by conducting appraisal analyses of interviews from different customers segments. This paper identifies the key methodological issues and their resolution to develop a communication-oriented spatial normalization procedure that enables appraisal to be visualized for a journey. Using a study of authentic local shuttle services, this paper describes how the ‘goalong’ interviews method can be conducted in order to undertake the appraisal analyses and how travel journey appraisal can be used to map customer service experience along transport routes.

Citation:

Clarke, R.J. & Brown, H.K. (2014). Travel Journey Appraisal: Communicative Evaluation of Service Experience. In: Campbell P. and Perez P. (Eds), Proceedings of the International Symposium of Next Generation Infrastructure, 1-4 October 2013, SMART Infrastructure Facility, University of Wollongong, Australia.

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Oct 2nd, 2:35 PM Oct 2nd, 3:00 PM

Travel Journey Appraisal: Communicative Evaluation of Service Experience

Abstract: For its users, infrastructure is not an artefact; it is in fact an experience. Understanding a customer’s response to a specific transport service involves appraisal resources; communication resources by we express evaluation, attitude and emotion. Customer appraisal responses can be registered to transport systems. This literally enables maps to be created that reveal customer evaluations, attitudes and emotions associated with locations along a transport route. Comparative studies of service experience are possible by conducting appraisal analyses of interviews from different customers segments. This paper identifies the key methodological issues and their resolution to develop a communication-oriented spatial normalization procedure that enables appraisal to be visualized for a journey. Using a study of authentic local shuttle services, this paper describes how the ‘goalong’ interviews method can be conducted in order to undertake the appraisal analyses and how travel journey appraisal can be used to map customer service experience along transport routes.

Citation:

Clarke, R.J. & Brown, H.K. (2014). Travel Journey Appraisal: Communicative Evaluation of Service Experience. In: Campbell P. and Perez P. (Eds), Proceedings of the International Symposium of Next Generation Infrastructure, 1-4 October 2013, SMART Infrastructure Facility, University of Wollongong, Australia.