Clean, Lean and Mean: A Fast Train is a Clean Train. The Effect of Music Tempo on the Travel Experience of NS Passengers in the Train under various Cleanliness Conditions

Gostelie, F.H. (2017) Clean, Lean and Mean: A Fast Train is a Clean Train. The Effect of Music Tempo on the Travel Experience of NS Passengers in the Train under various Cleanliness Conditions.

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Abstract:Objective: This research was carried out in order to identify the effect of music tempo on the travel experience of NS passengers (NS: Dutch Railways) in the train, under various conditions of cleanliness. Previous studies have shown that environmental stimuli such as music and layout positively affect the experience of the service environment (Bitner, 1992; Mehrabian & Russell, 1974). More importantly, congruence in terms of arousing qualities between those environmental stimuli is emphasized to enhance the experience of the service environment (Doucé, Janssens, Swinnen, and Cleempoel, 2014; Mattila & Wirtz, 2001). Hence, this study focused on the effect of congruence between music tempo and cleanliness in the train compartment on the travel experience of NS passengers which is distinguished in time experience and environmental experience. Method: This study consisted of a 2(music tempo: slow tempo vs. fast tempo) x 2(cleanliness: unclean compartment vs. clean compartment) between-subjects experimental design that examined whether music tempo affects environmental experience and time experience, under various conditions of cleanliness. The experiment took place in a simulated train compartment in which fast or slow tempo music was played. After a simulated train journey, 123 subjects completed a survey on their time experience (subjective time and appraisal to time), and their environmental experience (pleasure, arousal, dominance, assessment of the journey, approach intentions). Results: This study revealed that cleanliness is the key predictor of the travel experience. In a clean train, passengers estimate their travel time two minutes shorter, experience lower levels of (negative) arousal, and intend to revisit the train compared to an unclean train. Moreover, whereas congruence between music tempo and cleanliness enhances time experience in both unclean and clean conditions, coherent music tempo and cleanliness only enhances environmental experiences in the clean conditions. Conclusion: Passengers estimate a shorter travel time in clean conditions compared to unclean conditions. In spite of uncleanliness, congruence between music tempo and cleanliness enhances appraisal of time. Nonetheless, congruence only enhances the environmental experience in clean conditions. Hence, cleanliness is a key predictor of the travel experience. These findings provide knowledge for science and NS to improve the experience of the service environment.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:05 communication studies
Programme:Communication Studies MSc (60713)
Link to this item:http://purl.utwente.nl/essays/72046
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