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Enhancing the Experience of the Train Journey: Changing the Focus from Satisfaction to Emotional Experience of Customers
16 references·5 citing·36 second hop
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1997Motivation and Personality15,128 cited
  • 2017The Motivation to Work5,564 cited
  • 2003A perspective on judgment and choice: Mapping bounded rationality.5,537 cited
  • 2002Talking about pictures: A case for photo elicitation3,998 cited
  • 2002Representativeness Revisited: Attribute Substitution in Intuitive Judgment3,474 cited
  • 2000Choices, Values, and Frames2,952 cited
  • 1999The experience economy: work is theatre & every business a stage2,681 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1997Back to Bentham? Explorations of Experienced Utility2,517 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
  • 1992Motivation and Personality2,004 cited
  • 1993When More Pain Is Preferred to Less: Adding a Better End1,501 cited
  • 1995The determinants of service quality: satisfiers and dissatisfiers1,032 cited

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1983
Modeling Consumer Satisfaction Processes Using Experience-Based Norms
966 cited

Cited by

  • 2023Women in a safe and healthy urban environment: environmental top priorities for the women’s presence in urban public spaces22 cited
  • 2018Developing a new conceptual framework for experience and value creation20 cited
  • 2017The Power of a Pleasant Train Journey10 cited
  • 2019Worthwhile Travel Time: Design Challenges of Capturing the User Experience by Smartphone8 cited
  • 2022Personalized, context-aware communication in multimodal public transport4 cited