TY - JOUR T1 - The Role of Self-Service Mobile Technologies in the Creation of Customer Travel Experiences JF - Technology Innovation Management Review Y1 - 2015 A1 - Chaoren Lu A1 - Wei Geng A1 - Iris Wang KW - customer experience KW - mobile technology KW - self-service device KW - travel experience KW - value co-creation AB - Through the use of self-service mobile devices, the traditional marketplace interaction is being replaced by a marketspace transaction, in which the foundation of customer-company interaction has changed. This article discusses the main actors of experiencial value creation through the physical world and virtual world in the context of transport service. The empirical data is collected from semi-structured interviews with 19 young urban transport commuters. The results show that self-service mobile devices enhance the information accessibility for passengers to create customized travel experiences through a closer interaction with other actors, including transport service providers, transport-related service providers, and other passengers. Moreover, the scope of travel experience was expanded beyond the traditional service encounter both temporally and spatially. This article is an exploration of the influence of self-service mobile devices in the changing roles of customers and companies. A key message is that executives must pay attention to how their companies create experience value in both the physical world and the virtual world, separately or in combination. PB - Talent First Network CY - Ottawa VL - 5 UR - http://timreview.ca/article/871 IS - 2 U1 - Karlstad University Chaoren Lu is a PhD student in the Service and Market Oriented Transport Research Group (SAMOT) at Karlstad University in Sweden. His research area focuses on service research, sustainable public transportation, service innovation, and self-service devices. U2 - Southwest Jiaotong University Wei Geng is an Associate Professor in the School of Economics and Management at Southwest Jiaotong University in Chengdu, China. His research area focuses on logistics and supply chain management, behaviour operations management, and urban public transport management. U3 - Southwest Jiaotong University Iris Wang is a PhD student in the School of Public Administration at Southwest Jiaotong University in Chengdu, China. Her research interests are service and logistics management. ER -