Marta Campos Ferreira

Abstract

Abstract
Technological advances and the use of mobile solutions to make smartphone users’ daily life easier is a mindset that has revolutionized the society lifestyle in the past years. In the public transport sector, mobile ticketing is an example of the applicability of mobile solutions in a real context. Using one smartphone to purchase and validate tickets is a revolutionary idea that has acquired fans around the world. The convenience of use and time savings throughout the process are positive aspects, however, the success of the adoption of such services is limited. Based on the case of Porto, Portugal and particularly of the mobile app And, this study intends to understand customer churn factors of mobile ticketing services by analysing data from customer complaints and from usage history. Thus, an analysis of the complaints, the complainers and the effects of complaints is presented. A strategy for capturing and retaining users is also proposed considering four stages of mobile ticketing apps lifecycle: user onboarding, user engagement, user retention and user reinstall. © 2021, ICST Institute for Computer Sciences, Social Informatics and Telecommunications Engineering.

Abstract
Mobile ticketing services allow urban transport passengers to travel in a convenient and easy way, enhancing their travelling experience. In recent years several mobile ticketing services have started to be developed and launched, but there is still a lot to be done in terms of its effectiveness, efficiency and innovation. This paper presents a micro-location mobile ticketing solution based on Near Field Communication (NFC) and Bluetooth Low Energy (BLE) technologies, called Anda. This solution is based on a check-in/be-out scheme and requires the minimum intervention from the passenger. It is really innovative in the urban transport field, as it takes advantage of BLE technology not usually used for this purpose, it is based on a concept of post-billing with a fare optimization algorithm associated and it allows the micro-location of passengers throughout their journeys. This paper details the architecture of the solution and its mode of operation. It also presents the evaluation methodology that was followed during the pilot trial that took place in the Metropolitan Area of Porto (AMP), Portugal, during one year with 140 real passengers. A set of design lessons were identified as a result of the field tests and materialized in five mobile ticketing design dimensions, constituting important contributions to the design of future mobile ticketing services. Anda was commercially deployed in the AMP in 2018 and is used by thousands of passengers every day. IEEE

Abstract
In celebration of the 10th anniversary of the International Conference on Exploring Service Science (IESS), this paper takes a historical look at the papers that have been published in the IESS proceedings. The analysis is focused on the development and evolution of the IESS community and of the main research topics covered by the published papers over time. The IESS community is portrayed in terms of authors, their affiliations and co-authoring network, while the topics are analyzed according to the papers’ keywords. Moreover, this paper analyzes the impact of the papers published in this decade, in terms of citations. These results are then discussed in light of the observed trends and of the evolution of the service science field, to guide the future development of the IESS conference and of research on service science. © Springer Nature Switzerland AG 2020.

Abstract
This chapter presents an in-depth study of the current situation of mobile ticketing services in the context of urban passenger transport, and points out future trends and directions that will define forthcoming versions of mobile ticketing services. It defines mobile ticketing services and presents the technologies most used to deliver these solutions. This is complemented by a survey of research studies and experiences of deployments in a real environment. The mobile ticketing ecosystem is then deeply explored, where key players are identified as well as their key drivers and concerns regarding mobile ticketing services. Finally, future trends and research opportunities regarding mobile ticketing solutions are presented.