Publication detail

Comparing Customer Journeys in the Transportation Service Industry

HAVÍŘ, D. MACHALA, J.

Original Title

Comparing Customer Journeys in the Transportation Service Industry

Type

conference paper

Language

English

Original Abstract

The aim of this paper is to examine and summarize the theoretical aspects of customer experience journey analysis, to create and analyze customer experience journeys of several city transportation service options to reveal experiential trends, critical parts and factors influencing customers' perceptions of the service and to formulate experience design recommendations and research questions leading to new avenues for futher research.

Keywords

customer experience, customer journey, transportation, experiential marketing, ride-sharing

Authors

HAVÍŘ, D.; MACHALA, J.

Released

26. 8. 2018

Publisher

STEF92 Technology Ltd.

Location

Sofia, Bulgaria

ISBN

978-619-7408-65-2

Book

5th International Multidisciplinary Scientific Conference on Social Sciences and Art SGEM 2018 Conference Proceedings Volume 5

ISBN

2367-5659

Periodical

SGEM International Multidisciplinary Scientific Conference on Social Sciences and Arts

Year of study

5

State

Republic of Bulgaria

Pages from

141

Pages to

148

Pages count

8

BibTex

@inproceedings{BUT150793,
  author="David {Havíř} and Jan {Machala}",
  title="Comparing Customer Journeys in the Transportation Service Industry",
  booktitle="5th International Multidisciplinary Scientific Conference on Social Sciences and Art SGEM 2018 Conference Proceedings Volume 5",
  year="2018",
  journal="SGEM International Multidisciplinary Scientific Conference on Social Sciences and Arts",
  volume="5",
  pages="141--148",
  publisher="STEF92 Technology Ltd.",
  address="Sofia, Bulgaria",
  doi="10.5593/sgemsocial2018/1.5",
  isbn="978-619-7408-65-2",
  issn="2367-5659"
}