Fig 3 - uploaded by Carine Lallemand
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Valence distribution of occurrences per type of declarations (N = 53, some occurrences have been coded with positive and negative valence).
Source publication
While existing approaches for assessing passenger experience are often limited to surveys of customer satisfaction, societal and technological challenges push the railway industry to adopt a user-centric approach to the design of their service. We used the love and breakup method in a study involving N = 53 passengers making a declaration to their...
Context in source publication
Context 1
... = 39) of the participants chose to make a love and 26% (n = 14) a breakup declaration. Regardless of the choice, most expressed positive and negative aspects of their service experience (Fig. 3). Based on the content analysis of the declarations, 25 out of 39 love declarations and 10 out of 14 breakup declarations contain positive and negative feedback (n = ...
