ScotRail and Adopt A Station: the indirect benefits of community involvement in public transport spaces

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In recent years the customer role has evolved from a passive recipient of services to a proactive cocreator in the activities of an organisation Customers are increasingly viewed as a resource with firms increasing collaboration to increase benefits to both parties. Cocreation activity can offer improved predictability and quality in the exchange for the
firm and feelings of self-efficacy, enjoyment and psychological benefits for customers. Research exploring cocreation focuses mainly on direct relationships between a firm and it’s customers and the benefits accrued therein. Little attention has explored the extent to which collaborative activities might have an indirect effect on parties not directly involved in
the process. This paper is based on a doctoral study which measured how value cocreation within a public transport setting can offer both direct and indirect benefits to users.
Original languageEnglish
Pages (from-to)18-20
Number of pages3
JournalScottish Transport Review
Issue numberApril
Publication statusPublished - 30 Apr 2012


  • cocreation
  • transport services
  • ScotRail
  • value cocreation
  • public transport

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