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Transport Journey Appraisal: Communicative Evaluation of Service Experience

Conference Paper


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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 ‘go along’ 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

Publication Date


  • 2013

Citation


  • Clarke, R. J. & Brown, H. K. (2013). Transport Journey Appraisal: Communicative Evaluation of Service Experience. In P. Perez & P. Campbell (Eds.), International Symposium for Next Generation Infrastructure: Conference Proceedings (pp. 1-7). Wollongong, Australia: University of Wollongong.

Ro Full-text Url


  • https://ro.uow.edu.au/cgi/viewcontent.cgi?article=1012&context=isngi2013

Ro Metadata Url


  • https://ro.uow.edu.au/isngi2013/proceedings/1/11/

Start Page


  • 1

End Page


  • 7

Place Of Publication


  • Wollongong, Australia

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 ‘go along’ 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

Publication Date


  • 2013

Citation


  • Clarke, R. J. & Brown, H. K. (2013). Transport Journey Appraisal: Communicative Evaluation of Service Experience. In P. Perez & P. Campbell (Eds.), International Symposium for Next Generation Infrastructure: Conference Proceedings (pp. 1-7). Wollongong, Australia: University of Wollongong.

Ro Full-text Url


  • https://ro.uow.edu.au/cgi/viewcontent.cgi?article=1012&context=isngi2013

Ro Metadata Url


  • https://ro.uow.edu.au/isngi2013/proceedings/1/11/

Start Page


  • 1

End Page


  • 7

Place Of Publication


  • Wollongong, Australia