Is the Bus Running Late? : New Technological Solutions in the Transportation Sector
From having relied on its employees in the interaction with customers, the service industry now move towards an increased adoption of technology to enhance the value of the service
offering to the customer. This development has also reached the public transport sector which is traditionally seen as low-tech.
In this study we investigate how the customers experience the use of high-tech supporting services within a low-tech context. The case that is used is the city-bus transport provider Karlstadsbuss who provide a high-tech supporting service called Live, which delivers realtime information on bus departures through a website, a WAPsite, and electronic boards at certain bus stops.
Focused group interviews were used to get in-dept information from commuters of how they perceive Live. Results show that respondents do not use Live website or WAPsite because the information is not worth the effort of use. Commuters question the service because many
buses do not run according to the Live-schedule. Still the commuters say they benefit from Live because it contributes alternative ways of finding departure times, and it presents an overview of departure options. However, if the information is in real-time or not is of
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