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

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• 作者：Tore Pedersen^a ; ^b ; Per Kristensson^b ; Margareta Friman^b ; ^{margareta.friman@kau.se}
• 关键词：Public transport ; Critical incidents ; Focusing illusion ; Affective forecasting ; Predicted satisfaction
• 刊名：Transportation Research Part F: Traffic Psychology and Behaviour
• 出版年：2011
• 出版时间：March 2011
• 年：2011
• 卷：14
• 期：2
• 页码：138-146
• 全文大小：181 K

文摘

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.