000002117 001__ 2117
000002117 005__ 20181220113731.0
000002117 020__ $$a978-3-319-56924-6
000002117 022__ $$a1865-1348
000002117 0247_ $$2DOI$$a10.1007/978-3-319-56925-3_33
000002117 037__ $$aCHAPTER
000002117 041__ $$aeng
000002117 245__ $$aUsing ethological approaches to understand skiers’ behavior in cable cars queues in order to improve overall satisfaction :$$ban empirical study conducted in the Swiss Alps
000002117 260__ $$aCham$$bSpringer$$c2017
000002117 269__ $$a2017-04
000002117 300__ $$app. 421-430
000002117 506__ $$avisible
000002117 520__ $$9eng$$aIn 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.
000002117 546__ $$aEnglish
000002117 540__ $$acorrect
000002117 592__ $$aHEG-VS
000002117 592__ $$bInstitut Entrepreneuriat & Management
000002117 592__ $$cEconomie et Services
000002117 65017 $$aEconomie/gestion
000002117 6531_ $$9eng$$aqueuing theory
000002117 6531_ $$9eng$$ahuman ethology
000002117 6531_ $$9eng$$aexploratory study
000002117 6531_ $$9eng$$ahuman behaviors
000002117 6531_ $$9eng$$acustomer satisfaction
000002117 6531_ $$9eng$$aemotional temperature
000002117 6531_ $$9eng$$apreventive control
000002117 6531_ $$9eng$$acable cars management
000002117 700__ $$aFragnière, Emmanuel$$uUniversity of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis) ; University of Bath, UK
000002117 700__ $$aGaillet, Valentine$$uUniversity of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)
000002117 700__ $$aNanchen, Benjamin$$uUniversity of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)
000002117 700__ $$aRamseyer, Randolf$$uUniversity of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)
000002117 773__ $$tExploring services science : 8th International Conference, IESS 2017, Rome, Italy, May 24-26, 2017, Proceedings
000002117 85641 $$uhttps://www.swissbib.ch/Record/492195439$$zAccès au catalogue des bibliothèques
000002117 8564_ $$s985333$$uhttps://hesso.tind.io/record/2117/files/Fragni%C3%A8re_2017_using_ethological_cable_cars.pdf
000002117 8564_ $$s1533115$$uhttps://hesso.tind.io/record/2117/files/Fragni%C3%A8re_2017_using_ethological_cable_cars.pdf?subformat=pdfa$$xpdfa
000002117 909CO $$ooai:hesso.tind.io:2117$$pGLOBAL_SET
000002117 906__ $$aGREEN
000002117 950__ $$aI1
000002117 980__ $$achapitre