The structure of affective reactions to critical incidents

Abstract

The present study examines affective reactions to positive and negative critical incidents in public transport and their impact on satisfaction. Forty-one respondents who used public transport rather frequently read descriptions of four positive critical incidents, four negative critical incidents, and four neutral incidents. They were asked to rate how they would feel if the incidents happened to them. The ratings were obtained on 12 bipolar affect adjective scales and three satisfaction scales. The results showed that the critical incidents varied in both unpleasantness–pleasantness and deactivation–activation. Satisfaction with public transport was, however, only accounted for by unpleasantness–pleasantness.