Research on Passengers' Experience and Willingness to Take High-speed Train: The Experience Management Perspective

Abstract

Abstract:

Using experience management theory, this paper examines the effect of running status of high-speed train on passengers' experience and their willingness to take high-speed train again in the future. Studies find that first, the running status involving noise, vibration and lack of stability increase passengers' perceived risk, having a negative effect on passengers' mood, comfort level, sense of trust, and perceived speed; second, high perceived speed increases passengers' perceived risk, and then decreases their willingness to take high-speed train; third, feelings of comfort and trust improve passengers' satisfaction and enhance their willingness to take high-speed train. This study develops a theoretical model of passengers' experience and their willingness to take high-speed train. This paper extends the application of experience management theory in the field of high-speed train, deepens the understanding of passengers' mind and behavior, and further gives suggestions on improving passengers' experience and retaining passengers for railway departments.

Key words: high-speed train, passenger experience, perceived speed, comfort, perceived risk

Fan Chunmei, Li Huaqiang, Jia Jianmin. Research on Passengers' Experience and Willingness to Take High-speed Train: The Experience Management Perspective[J]. , 2016, 28(10): 133-140.

References

[1] 张静雅.台湾高铁濒临破产,日本新干线出口预计受影响[N]. 中国贸易报, 2015-01-15
[2] 金学松,郭俊,肖新标,等.高速列车安全运行研究的关键科学问题[J]. 工程力学, 2009,26(2):8-22
[3] Holbrook M. B., Hirschman E.C. The Experiential Aspects of Consumption:Consumer Fantasies Feelings and Fun[J]. Journal of Consumer Research, 1982,9(2):132-140
[4] Schmitt B. Experiential Marketing[J]. Journal of Marketing Management, 1999,15(1-3):53-67
[5] Frow P., Payne A. Towards the‘Perfect’Customer Experience[J]. Journal of Brand Management, 2007,15(2):89-101
[6] Payne A., Storbacka K., Frow P, et al. Co-creating Brands:Diagnosing and Designing the Relationship Experience[J]. Journal of Business Research, 2009,62(3):379-389
[7] 马晓彬.旅客列车舒适性评价方法综述[J]. 国外铁道车辆, 2011,48(3):1-4
[8] 于阁,林建辉,张兵.高速动车组车体振动特征及振动舒适度研究[J]. 铁道机车车辆, 2013,33(S1):92-95
[9] Liu G., Lin C., Zhuo Y., et al. Thermal Comfort during Summer in a High-speed Railway Station in Cold Region of China[J]. Procedia Engineering, 2015,121:838-844
[10] 中川,刘阳春,阎锋,等.低频噪声对磁悬浮车辆乘坐舒适度影响的基础试验[J]. 国外铁道车辆, 2011,48(5):35-40
[11] Izard C. E. Human Emotions[M]. New York:Springer Science & Business Media, 2013
[12] Brunner-Sperdin A., Peters M., Strobl A. It is All about the Emotional State:Managing Tourists' Experiences[J]. International Journal of Hospitality Management, 2012,31(1):23-30
[13] Slovic P. The Perception of Risk[M]. London:Earthscan Pub lications Ltd., 2000
[14] Poortinga W., Pidgeon N. F. Exploring the Dimensionality of Trust in Risk Regulation[J]. Risk Analysis, 2003,23(5):961-972
[15] Campbell J. L., Richard C. M., Brown J. L., et al. Human Factors Guidelines for Road Systems, Chapter 17:Speed Perception, Speed Choice, and Speed Control, NCHRP Report 600C[R]. Washington DC:Transportation Research Board, 2010
[16] Vintch B., Gardner J. L. Cortical Correlates of Human Motion Perception Biases[J]. The Journal of Neuroscience, 2014,34(7):2592-2604
[17] Sotiropoulos G., Seitz A. R., Seriès P. Contrast Dependency and Prior Expectations in Human Speed Perception[J]. Vision Research, 2014,97:16-23
[18] 闫彬,陈红,魏建秋.驾驶员感知特性对隧道群交通安全的影响[J].中国安全科学学报, 2011,21(11):16-21
[19] Banister D. The Trilogy of Distance, Speed and Time[J]. Journal of Transport Geography, 2011,19(4):950-959
[20] Aarts L., Van Schagen I. Driving Speed and the Risk of Road Crashes:A Review[J]. Accident Analysis & Prevention, 2006,38(2):215-224
[21] Quddus M. Exploring the Relationship between Average Speed, Speed Variation, and Accident Rates Using Spatial Statistical Models and GIS[J]. Journal of Transportation Safety & Security, 2013,5(1):27-45
[22] Yeo H., Jang K., Skabardonis A., et al. Impact of Traffic States on Freeway Crash Involvement Rates[J]. Accident Analysis & Prevention, 2013,50:713-723
[23] Mah D. N., Hills P., Tao J. Risk Perception, Trust and Public Engagement in Nuclear Decision-Making in Hong Kong[J]. Energy Policy, 2014,73:368-390
[24] Anderson E. W., Fornell C. Foundations of the American Customer Satisfaction Index[J]. Total Quality Management & Business Excellence, 2000,11(7):869-882
[25] Park J. W., Robertson R., Wu C. L. Modelling the Impact of Airline Service Quality and Marketing Variables on Passengers' Future Behavioural Intentions[J]. Transportation Planning and Technology, 2006,29(5):359-381
[26] Chou P. F., Lu C. S., Chang Y. H. Effects of Service Quality and Customer Satisfaction on Customer Loyalty in High-speed Rail Services in Taiwan[J]. Transportmetrica A:Transport Science, 2014,10(10):917-945
[27] Liaw G., Liang S. The Effect of Trust, Satisfaction, and Switching Cost on Consumer's Loyalty-A Model of Online Auction[J]. Journal of International Management Studies, 2013,8(1):59-67
[28] Akamavi R. K., Mohamed E., Pellmann K. et al. Key Determinants of Passenger Loyalty in the Low-cost Airline Business[J]. Tourism Management, 2015,46:528-545
[29] Brewer N. T., Neil D., Weinstein C. L. et al. Risk Perceptions and Their Relation to Risk Behavior[J]. Annals of Behavioral Medicine, 2004,27(2):125-130
[30] Hiemstra-van Mastrigt S., Kamp I., van Veen S. A. T. et al. The Influence of Active Seating on Car Passengers' Perceived Comfort and Activity Levels[J]. Applied Ergonomics, 2015,47(2):211-219
[31] Manser M. P., Hancock P. A. The Influence of Perceptual Speed Regulation on Speed Perception, Choice, and Control:Tunnel Wall Characteristics and Influences[J]. Accident Analysis and Prevention, 2007,39(1):69-78
[32] 李华强,范春梅,贾建民,等.突发性灾害中的公众风险感知与应急管理——以5.12汶川地震为例[J]. 管理世界, 2009,(6):52-60
[33] Chou J. S., Kim C., Kuo Y. C. et al. Deploying Effective Service Strategy in the Operations Stage of High-speed Rail[J]. Transportation Research Part E:Logistics and Transportation Review, 2011,47(4):507-519
[34] Nilsson G. Traffic Safety Dimensions and the Power Model to Describe the Effect of Speed on Safety[D]. Lund University Doctoral Thesis, 2004
[35] 范秀成,郑秋莹,姚唐,等.顾客满意带来什么忠诚?[J]. 管理世界, 2009,(2):83-91
[36] 郑秋莹,姚唐,范秀成,等.基于Meta分析的"顾客满意-顾客忠诚"关系影响因素研究[J]. 管理评论, 2014,26(2):111-120
[37] Givoni M., Banister D. Speed:The Less Important Element of the High-Speed Train[J]. Journal of Transport Geography, 2012,22:306-307