Travel experience creation through self-service mobile device in Chinese context

• The aim of this paper is to understand how customer travel experience is created/co-created by using self-service mobile device within the urban transit service. We adopt interview and focus group discussion as methods with the focus of several urban transit service mobile apps. This study finds that storable experience information provides a fused service experience through self-service devices that enable passengers to achieve imaginary and lived, individual and social experiences simultaneously. Results contribute to an increased understanding of the travel experience creation through networked mobile technologies and address their effects on personal experience creation.

Ämnesord

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business -- Business Administration (hsv//eng)

Nyckelord

Customer experience

value co-creation

mobile device

self-service technology

urban transit

Företagsekonomi

Business Administration

Publikations- och innehållstyp

ref (ämneskategori)

kon (ämneskategori)