Navigating Multi-Modal Public Transport Systems: Real Time Perceptions of Processual Usability Using Video Methodology

Collection of data of customer processes are difficult, due to its dynamic and complex nature. This study reports on some initial findings using a video-based methodology in collecting naturally oc ...

[1]  Jonas Matthing,et al.  Customer Involvement in New Service Development , 2004 .

[2]  Jennifer Rowley,et al.  The retail experience in airport departure lounges: reaching for timelessness and placelessness , 1999 .

[3]  S. Thomke.  R&D comes to services. Bank of America's pathbreaking experiments. , 2003, Harvard business review.

[4]  Jakob Nielsen,et al.  Usability engineering , 1997, The Computer Science and Engineering Handbook.

[5]  A. O'Cass,et al.  Examining service experiences and post-consumption evaluations , 2004 .

[6]  Agneta Ståhl,et al.  Traffic Engineering and Occupational Therapy: A Collaborative Approach for Future Directions , 1999 .

[7]  M. Powell Lawton,et al.  Annual Review of Gerontology and Geriatrics , 1988, Springer Berlin Heidelberg.

[8]  David V. Canter,et al.  The Facets of Place , 1997 .

[9]  Mary Jo Bitner,et al.  Servicescapes: The Impact of Physical Surroundings on Customers and Employees: , 1992 .

[10]  B. Lewis,et al.  Services marketing : a European perspective , 1999 .

[11]  Mary Jo Bitner,et al.  Marketing Services by Managing the Environment , 1982 .

[12]  Gunilla Carlsson.  Catching the Bus in Old Age - Methodological Aspects of Accessibility Assessments in Public Transport , 2002 .

[13]  Stephen L. Vargo,et al.  Evolving to a New Dominant Logic for Marketing , 2004 .

[14]  Fredrik Dahlsten,et al.  Avoiding the Customer Satisfaction Rut , 2003 .

[15]  Harry Heft.  The Relevance of Gibson’s Ecological Approach to Perception for Environment-Behavior Studies , 1997 .

[16]  Per Echeverri.  Video-based Methodology : Capturing Real-time Perceptions of Customer Processes , 2005 .

[17]  Kirk L. Wakefield,et al.  The effect of the servicescape on customers’ behavioral intentions in leisure service settings , 1996 .

[18]  D. Silverman.  Interpreting Qualitative Data: Methods for Analysing Talk, Text and Interaction , 1994 .

[19]  E. Steinfeld,et al.  Theory as a Basis for Research on Enabling Environments , 1999 .

[20]  D. Silverman.  Interpreting Qualitative Data , 1993 .

[21]  Peter R. Magnusson,et al.  Managing User Involvement in Service Innovation , 2003 .

[22]  Methodological Issues in Researching Service Encounters - A Video-based Analysis of Communication , 2002 .

[23]  N. Ashkanasy,et al.  Handbook of Organizational Culture and Climate , 2000 .

[24]  Caryn Schneider Yaacov,et al.  Instrumentality, Aesthetics, and Symbolism of Office Design , 2005 .

[25]  Mohan V. Tatikonda,et al.  New service development: areas for exploitation and exploration , 2002 .

[26]  Alan Woodside,et al.  The vital role of street design and management in reducing barriers to older peoples' mobility , 1996 .

[27]  T. Gärling,et al.  Environmental Perception and Cognition , 1989 .

[28]  Anat Rafaeli,et al.  Instrumentality, aesthetics and symbolism of physical artifacts as triggers of emotion , 2004 .

[29]  Véronique Aubert-Gamet.  Twisting servicescapes: diversion of the physical environment in a re‐appropriation process , 1997 .

[30]  I Lavery,et al.  EVALUATING THE ACCESSIBILITY OF TRANSPORT TERMINALS FROM THE PERSPECTIVE OF DISABLED PEOPLE , 1998 .

[31]  S. Thomke.  R&D Comes to Services , 2003 .

[32]  W. Preiser,et al.  Universal design handbook , 2001 .

[33]  Evert Gummesson,et al.  Service Management: An Evaluation and the Future , 1994 .

[34]  Kirk L. Wakefield,et al.  The Importance of Servicescapes in Leisure Service Settings , 1994 .

[35]  Agneta Ståhl,et al.  Theoretical understanding and methodological challenges in accessibility assessments, focusing the environmental component: an example from travel chains in urban public bus transport. , 2002, Disability and rehabilitation.

[36]  I. Alam.  An exploratory investigation of user involvement in new service development , 2002 .