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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 ISSN 0014-0139.

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Official URL: http://dx.doi.org/10.1080/00140139.2020.1772377

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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
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
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:
DateEvent
2020Published
21 May 2020Available
14 May 2020Accepted
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
Date of first compliant deposit: 27 May 2020
Date of first compliant Open Access: 21 May 2021
RIOXX Funder/Project Grant:
Project/Grant IDRIOXX Funder NameFunder ID
102483Innovate UKhttp://dx.doi.org/10.13039/501100006041

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