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The impact of social cues on passengers’ travel experience

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  • Rajesh Ittamalla
  • Daruri Venkata Srinivas Kumar

Abstract

Despite the importance of social cues in service experience environments, little is known about the role of other customer perceptions (OCP) in the formation of passengers’ travel experience (PTE) and loyalty in public transportation. This study examines the impact of OCP on PTE and loyalty in public transportation and also investigates the moderating role of face-consciousness between OCP and PTE. Results revealed that all three dimensions of OCP have a positive effect on PTE, which consequently influences loyalty. More importantly, face-consciousness moderated the relationship between suitable behavior and PTE. Transport managers can benefit from these findings by considering the social environment as they design their services.

Suggested Citation

  • Rajesh Ittamalla & Daruri Venkata Srinivas Kumar, 2019. "The impact of social cues on passengers’ travel experience," The Service Industries Journal, Taylor & Francis Journals, vol. 39(3-4), pages 299-318, March.
    • Handle: RePEc:taf:servic:v:39:y:2019:i:3-4:p:299-318
    DOI: 10.1080/02642069.2018.1521389
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    Cited by:

    1. Ittamalla, Rajesh & Srinivas Kumar, Daruri Venkata, 2021. "Determinants of holistic passenger experience in public transportation: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    2. Quy Nguyen-Phuoc, Duy & Nguyen, Teron & Ngoc Su, Diep & Thi Le, Phuong & Oviedo-Trespalacios, Oscar, 2022. "How do social cues from other passengers affect word-of-mouth and intention to continue using bus services? A second-order SEM approach," Transportation Research Part A: Policy and Practice, Elsevier, vol. 158(C), pages 302-320.

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