Title

Effects of critical incidents on car users’ predicted satisfaction with public transport

Document Type

Journal Article

Publication Date

2011

Subject Area

mode - car, operations - performance, place - europe, ridership - mode choice

Keywords

Public transport, Critical incidents, Focusing illusion, Affective forecasting, Predicted satisfaction

Abstract

The present study examines the hypothesis that car users’ affective forecasts of satisfaction with public transport are biased by a focusing illusion. In Study 1, 54 car users with a stated intent to change travel mode read descriptions of a positive, a negative or a neutral critical incident. They were asked to predict their satisfaction with public transport if the incident occurred. In Study 2, 38 car users with no stated intent to change travel mode read descriptions of a positive or a negative critical incident. They were asked to predict their satisfaction with the service if the incident occurred. The results from Studies 1 and 2 showed that focus on a negative critical incident significantly generated lower predicted satisfaction. Thus, the study show that predicted satisfaction is altered when car users focus on negative critical incidents.

Rights

Permission to publish the abstract has been given by Elsevier, copyright remains with them.

Comments

Transportation Research Part F Home Page: http://www.sciencedirect.com/science/journal/13698478

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