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 …