Using ethological approaches to understand skiers’ behavior in cable cars queues in order to improve overall satisfaction : an empirical study conducted in the Swiss Alps

Fragnière, Emmanuel (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis) ; University of Bath, UK) ; Gaillet, Valentine (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)) ; Nanchen, Benjamin (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)) ; Ramseyer, Randolf (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis))

In a service quality perspective, the animal behavior of humans (e.g. human ethology) in queues has, to our knowledge, never been observed. This paper provides an empirical exploratory enquiry with the scope to understand skiers’ behaviors in cable cars queues in order to improve their overall satisfaction. We carried 82 immersions and 43 semi-directed interviews in the Swiss Alps (Valais), during the scholar vacations of February 2016. Along with the literature review, this research provides hypotheses to better understand the interface between a human queue and a mechanical transportation system. To adjust to the rigid system of the cable cars, our results show that a queue’s regulation is mostly based on ethological behavior.


Mots-clés:
Faculté:
Economie et Services
Ecole:
HEG - Valais
Institut:
Institut Entrepreneuriat & Management
Classification:
Economie/gestion
Adresse bibliogr.:
Cham, Springer
Date:
Cham
Springer
2017
Pagination:
pp. 421-430
Publié dans
Exploring services science : 8th International Conference, IESS 2017, Rome, Italy, May 24-26, 2017, Proceedings
DOI:
ISSN:
1865-1348
ISBN:
978-3-319-56924-6
Ressource(s) externe(s):
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 Notice créée le 2017-10-23, modifiée le 2018-12-07

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