In this study we distinguished between lust and must passengers: two groups each with their own state of mind.
This means it is quite feasible that they experience the service provision differently. Lust passengers are customers
with a social or recreational motive, usually travelling 1-3 days a month (or less) by train and often travelling at the
weekend or in off-peak hours during the week. Must passengers are customers who commute to school or work.
They travel almost daily (on weekdays) during peak hours.