Enhancing the travel experience has become a crucial consideration for transportation companies to promote differentiation and customer loyalty. Therefore, transport planners, providers and manufacturers in general are becoming aware of the significance of understanding the passenger experience...

This article presents the results of a qualitative study with 49 bus passengers in two types of mid-distance journeys: (1) experience-centric trips (touristic), and (2) utilitarian trips (intercity transportation). Study results show that passenger travel experience encompasses all moments of...

The history of the Frontiers in Service Conference and its impact on the service research community was examined by content analyzing each of the 20 conference programs. The results were aggregated and examined for trends regarding program participation on several characteristics, including...

This article conceptualizes and presents a research agenda for the emerging area of transformative service research, which lies at the intersection of service research and transformative consumer research and focuses on well-being outcomes related to service and services. A conceptual framework...

Currently, in order to remain competitive companies are adopting customer centered strategies and consequently customer relationship management is gaining increasing importance. In this context, customer retention deserves particular attention. This paper proposes a model for partial churn...