The role of passenger-centric innovation in the future of public transport

Camacho, Tiago, Foth, Marcus, Rakotonirainy, Andry, Rittenbruch, Markus, & Bunker, Jonathan M. (2016) The role of passenger-centric innovation in the future of public transport. Public Transport, 8(3), pp. 453-475.

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Abstract

Although hard factors such as availability, efficiency, safety, and comfort make up the core of the public transport quality of service, they are only a part of the bigger picture. This bigger picture is modified and shaped daily, where the increasing permeation of technology creates new possibilities for passengers to experience their journeys.

Despite technology becoming ubiquitous in public transport, it has had only limited impact on how passengers connect affectively and symbolically with the service. This “affective gap” is at the core of what differentiates private and public transport. Being able to reduce this gap is therefore valuable to passengers and public transport service providers alike.

In this paper, we build on existing and ongoing work to discuss the relevance of a passenger-centric approach to innovation in the field of public transport. This passenger-centric approach puts passengers at the centre of future solutions, where their evolving needs, desires, and values are used to guide how to enhance the existing core functionality of the service.

To test our hypothesis that passenger-centric innovation is valuable to passengers and advantageous to service providers alike, we put forward a review on how innovation is being approached in both the aviation and car industries. This review is supported by our own insights, which have been based on data collected from urban rail commuters in Australia. We further support our argument by looking at particular examples of innovation in the field of public transport, and discussing the existing barriers and drivers that can, respectively, hinder or propel passenger-centric innovation.

Impact and interest:

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ID Code: 101643
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: Public Transport Innovation, Passenger-Centric Innovation, Service Quality, Experience Economy, Affective Design, Interaction Design, Urban Informatics
DOI: 10.1007/s12469-016-0148-5
ISSN: 1866-749X
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600) > Computer-Human Interaction (080602)
Australian and New Zealand Standard Research Classification > ENGINEERING (090000) > CIVIL ENGINEERING (090500) > Transport Engineering (090507)
Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000) > DESIGN PRACTICE AND MANAGEMENT (120300) > Digital and Interaction Design (120304)
Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000) > URBAN AND REGIONAL PLANNING (120500) > Transport Planning (120506)
Australian and New Zealand Standard Research Classification > ECONOMICS (140000) > APPLIED ECONOMICS (140200) > Transport Economics (140217)
Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > TRANSPORTATION AND FREIGHT SERVICES (150700)
Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > TRANSPORTATION AND FREIGHT SERVICES (150700) > Rail Transportation and Freight Services (150702)
Divisions: Current > Research Centres > Centre for Accident Research & Road Safety - Qld (CARRS-Q)
Current > Schools > School of Civil Engineering & Built Environment
Current > Schools > School of Design
Current > QUT Faculties and Divisions > Creative Industries Faculty
Current > QUT Faculties and Divisions > Faculty of Health
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Funding:
  • CRC FOR RAIL INNOVAT/Tiago Camacho PhD Scholarship
Copyright Owner: Copyright 2016 Springer-Verlag Berlin Heidelberg 2016
Deposited On: 15 Nov 2016 23:32
Last Modified: 20 Dec 2016 05:47

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