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How technology can impact customer-facing train crew experiences?
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Oliveira, Luis, Birrell, Stewart A. and Cain, Rebecca (2020) How technology can impact customer-facing train crew experiences? Ergonomics, 63 (9). pp. 1101-1115. doi:10.1080/00140139.2020.1772377
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WRAP-How-technology-impact-customer-facing-train-crew-Oliveira-2020.pdf - Accepted Version - Requires a PDF viewer. Download (874Kb) | Preview |
Official URL: http://dx.doi.org/10.1080/00140139.2020.1772377
Abstract
Customer-facing train crew have to follow strict procedures to guarantee that trains are safe and run on time. They are also responsible for revenue protection and customer care. Human factors and ergonomics research are instrumental to understand the safety-critical aspects and improve work. We bring user experience research and personas to describe how train crew perceive their routines and how new technology may impact them. We conducted seven hours of interviews and 30 hours of shadowing observations with train crew (n = 22) to provide an understanding of who are they and to define their experiences. We present crew’s current routines and created two personas to represent them. One is slightly reluctant to adopt the proposed technology, whereas the other is more accepting. Results indicate how such technology may affect crew work ergonomics and experiences, and suggest which valuable aspects should be maintained, for example the positive interactions with passengers.
| Item Type: | Journal Article | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HE Transportation and Communications T Technology > T Technology (General) T Technology > TF Railroad engineering and operation |
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| Divisions: | Faculty of Science, Engineering and Medicine > Engineering > WMG (Formerly the Warwick Manufacturing Group) | ||||||||
| Library of Congress Subject Headings (LCSH): | Train attendants, Railroads—Employees, Railroad trains, Technological innovations | ||||||||
| Journal or Publication Title: | Ergonomics | ||||||||
| Publisher: | Taylor & Francis Ltd. | ||||||||
| ISSN: | 0014-0139 | ||||||||
| Official Date: | 2020 | ||||||||
| Dates: |
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| Volume: | 63 | ||||||||
| Number: | 9 | ||||||||
| Page Range: | pp. 1101-1115 | ||||||||
| DOI: | 10.1080/00140139.2020.1772377 | ||||||||
| Status: | Peer Reviewed | ||||||||
| Publication Status: | Published | ||||||||
| Reuse Statement (publisher, data, author rights): | “This is an Accepted Manuscript of an article published by Taylor & Francis in Ergonomics on 21/05/2020, available online: http://www.tandfonline.com/10.1080/00140139.2020.1772377 | ||||||||
| Access rights to Published version: | Restricted or Subscription Access | ||||||||
| RIOXX Funder/Project Grant: |
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