Improving Quality of Interaction with the Mobility Services Through the Gamification Approach

Volpi, Valentina; Parente, Giovanni Andrea; Pifferi, Guido; Opromolla, Antonio; Medaglia, Carlo Maria

doi:10.1007/978-3-319-91250-9_38

Cited by 5 publications

(5 citation statements)

References 28 publications

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“…From our study, it emerged that only few studies have investigated the role of service quality and gamification in BS (Enquist et al, 2007;Morton, 2018), even though Volpi et al (2018) argued that gamification improves service quality.…”

Section: Introductionmentioning

confidence: 90%

“…BS systems provide high-quality services in terms of distribution, coverage (Alvarez-Valdes et al, 2016) and bike accessibility (Lin et al, 2013). Volpi et al (2018) considered gamification in the mobility sector as a tool that can improve service quality by creating interactions among different phases of travel, offering more services to make the travel experience more complete and satisfactory. Indeed, gamification improves customer satisfaction and represents a tool to achieve business goals, highlighting useful insights for businesses and playing a crucial role for BS services (Raflesia and Surendro, 2015).…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

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Gamification and service quality in bike sharing: an empirical study in Italy

Pasca

Mugion

Toni

et al. 2020

TQM

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PurposeBike sharing (BS) is a phenomenon of growing interest in the sustainable mobility field. In recent years, many governments have implemented concrete actions to diffuse the services in cities, trying to encourage citizens' sustainable behavior. Several mobile applications (apps) related to the mobility sector have embedded gamification mechanics applied in non-gaming contexts, able to create and increase user engagement and to manage users' behavior (Deterding et al., 2011). The main purpose of this study is to understand whether app perception influences gamification, and how gamification improves service quality and user loyalty in BS systems.Design/methodology/approachTo examine the impact of gamification on service quality and loyalty, the study performed secondary data collection and qualitative analysis with in-depth interviews. Thereafter, a quantitative analysis was conducted, and the theoretical model was analyzed through structural equation modeling (SEM).Findingsfindings showed that the use of gamification mechanics in BS services improves users' loyalty and directly influences service quality. The gamification tool improves users' engagement, transferring rules, facilitating the achievement of goals and quality standards and enhancing the BS usage.Originality/valueThis study uniquely contributes an understanding of the effect of gamification on service quality and loyalty in BS usage. It also provides some insight for companies and policymakers into implementing gamification mechanics in order to address new challenges for quality management.

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Section: Introductionmentioning

confidence: 90%

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 99%

Gamification and service quality in bike sharing: an empirical study in Italy

Pasca

Mugion

Toni

et al. 2020

TQM

View full text Add to dashboard Cite

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“…Also the mobility field is affected by this transformation, going towards a more human-centered and systemic model of transportation. With this regard, the present paper continues the work of the authors about how the gamification approach can improve the interaction of people with the mobility services [3]. In details, the authors start from the assumption that in a multimodal and multiservice transportation scenario the gamification approach helps to connect and integrate the ecosystems of elements composing the travel experience of the user.…”

Section: Introductionmentioning

confidence: 93%

“…In a previous work [3] the authors of this paper analyzed the effects of this transformation on the city services, and more specifically on mobility services, starting from the observation that digital environments made of interconnected devices diffused into the city are widely used to boost different kind of primary and ancillary services in the mobility field. For example, through different kind of devices (from personal mobile devices to public interactive displays and totems) and locationaware features the travelers can be assisted and entertained during all their travel.…”

Section: Hybrid Public Spaces Of Interaction In Mobility Servicesmentioning

confidence: 99%

“…In this way, the interactions with touchpoints in the city can be more significant and, according to de Souza and Silva [6], the unpredictability contained in the game makes it exciting, as an unexpected playful experience. The objectives of each journey stages [3] (planning, execution of the activities, receiving information on the carried out activities) can interact with the game elements in a more engaging way. These authors support the importance of a shared experience, which allows to go beyond the shortterm effects.…”

Section: Mobility As a Complex Systemmentioning

confidence: 99%

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Co-Designing Game Solutions for Hybrid Urban Spaces. How Game Elements Can Improve People Experience with the Mobility Services

Opromolla¹,

Volpi²,

Parente³

2019

IxD&A

Self Cite

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Digital technologies integrated in the physical spaces enable new practices that open new possible interactions between people and the urban public spaces. These emerging hybrid spaces might have a crucial role in the processes aiming at having a more satisfying urban life. Mobility is a field strongly impacted by hybrid urban spaces and this should be considered in order to improve the quality of life in cities. In this paper the authors, starting from the concept of Mobility as a Service (MaaS), show as game elements applied in different moments of the travel experience and disseminated in different parts of these hybrid spaces can enhance the interaction between people and mobility services. Finally the outcome of a co-design session about a game solution aiming at improving the people experience with the mobility services is presented as an example of this assumption.

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