Journey mapping from a crew's perspective: Understanding rail experiences

Oliveira, Luis; Birrell, Stewart A.; Cain, Rebecca

doi:10.1016/j.apergo.2020.103063

Cited by 6 publications

(4 citation statements)

References 40 publications

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“…According to the theory, the tea-brewing experience can be improved by further enhancing the most positive experience, addressing the worst experience during the tea-brewing process, and improving the immediate feelings of customers at the end of the service. CJM is a commonly used user-centric industry method [26] for visualizing customer service experiences [27][28][29][30]. In CJM, customer activities are divided into steps, stages, touchpoints, customer emotions, and pain-points [31].…”

Section: Research Methodology For the Tea Brewing Experimentsmentioning

confidence: 99%

Smart Tea Utensil Design for Improving Beginners’ Tea Brewing Experience

Liu,

Chang,

Hsiao

et al. 2023

Sustainability

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In Taiwan, people who enjoy traditional Gongfu tea are becoming older and older, while the younger generation has many alternative beverages to select from. In order to sustainably pass down traditional tea-drinking culture, this study has incorporated concepts and methodologies of the peak-end rule, customer journey maps (CJMs), quality function deployment (QFD), fuzzy analytic hierarchy process (FAHP), and fuzzy comprehensive evaluation based on entropy, resulting in the development of a set of tea utensils tailored for a novice or beginner tea maker with the purpose of improving the tea-drinking experience of the younger generation. In this study, the ranking of the importance in regard to six design requirements turned out to be: enhancing the sniffing experience (0.240); having ergonomic designs that facilitate a smooth process of pouring hot water into the cup (0.205); increasing the ease of storing tea utensils after brewing (0.162); enabling users to more precisely determine the strength of the tea (0.144); increasing fun while pouring tea leaves into the teapot (0.143); and having clearly designated space for placing each tea utensil (0.107). Through the experts’ evaluation, 66.6% of them rated the design outcome as “good” or “very good”, indicating that the innovative tea utensils developed in this study can effectively satisfy users’ needs. This study can be the supplement to the innovation shortage of tea-culture-related studies, establish the research framework in the academic field, and bring more innovation and potential to the field of the tea culture.

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Section: Research Methodology For the Tea Brewing Experimentsmentioning

confidence: 99%

Smart Tea Utensil Design for Improving Beginners’ Tea Brewing Experience

Liu,

Chang,

Hsiao

et al. 2023

Sustainability

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“…In the case of the rail industry, little is known about how train staff perceive their current journeys, and how the introduction of new technology would be received into this environment. The rare studies evaluating crew experiences when facing new technology consider the workforce as a single type of user (Oliveira et al, 2020). With the current study we suggest the need to define who they are, how they interact with current systems and the potential impact of the new technology.…”

Section: Introductionmentioning

confidence: 93%

“…Customer-facing onboard crew engage directly with passengers, and this interaction can sometimes be emotionally demanding (Maria Stock et al, 2017;Oliveira et al, 2020). Crew are often subject to abuse from passengers (Salomonson and Fellesson, 2014), which can affect health and reduce job satisfaction (Boyd, 2002).…”

Section: Introductionmentioning

confidence: 99%

How technology can impact customer-facing train crew experiences

2020

Self Cite

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“…Despite the modernization of transport, the role of the human factor remains signi cant [2]. It is reported that from a psychological point of view, the most stressful experience for members of train crews is moving alongside platforms [3]. Different types of psychological responses to workloads are described in a number of publications [4].…”

Section: Introductionmentioning

confidence: 99%

Fast and efficient Pre-Trip health examination using pulsogram

Dzyuba

Shlipakov²,

Gutor

et al. 2022

Preprint

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Relevance: The train drivers are responsible for the safety of transported people and goods. Therefore, medical monitoring of their state of health is an integral part of ensuring the safety of railway traffic.Purpose: to study the possibilities of using a pulsogram for analyzing the parameters of heart rate variability during pre-trip health examination of members of train crews.Materials and methods: 183 male train crew members (106 engine train drivers, 77 train drivers’ assistants) were examined; the average age was 37.7 ± 9.4 years. ECG and pulsogram were measured simultaneously, and heart rate variability was analyzed.Results: A high degree of coincidence of mean values and variances of heart rate variability parameters, calculated on the basis of ECG (electrocardiogram) and pulsogram, was found. A high degree of reliable positive correlation was established between these parameters. Significant differences in the parameters of heart rate variability were revealed between the members of train crews who underwent and those who did not undergo the first-time pre-trip medical examination.Conclusion: Measurements of heart rate variability parameters based on the pulsogram can be used to solve a number of urgent problems of pre-trip medical examination of members of train crews.

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Journey mapping from a crew's perspective: Understanding rail experiences

Abstract: Please refer to published version for the most recent bibliographic citation information. If a published version is known of, the repository item page linked to above, will contain details on accessing it.

Cited by 6 publications

References 40 publications

Smart Tea Utensil Design for Improving Beginners’ Tea Brewing Experience

Smart Tea Utensil Design for Improving Beginners’ Tea Brewing Experience

How technology can impact customer-facing train crew experiences

Fast and efficient Pre-Trip health examination using pulsogram

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