@inproceedings{877252b144eb474b80b78c5c6f764096,
title = "Using ethological approaches to understand skiers{\textquoteright} behavior in cable cars queues in order to improve overall satisfaction: an empirical study conducted in the swiss alps",
abstract = "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{\textquoteright} 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{\textquoteright}s regulation is mostly based on ethological behavior.",
keywords = "Cable cars management, Customer satisfaction, Emotional temperature, Exploratory study, Human behaviors, Human ethology, Preventive control, Queuing theory",
author = "Emmanuel Fragni{\`e}re and Valentine Gaillet and Benjamin Nanchen and Randolf Ramseyer",
year = "2017",
doi = "10.1007/978-3-319-56925-3_33",
language = "English",
isbn = "9783319569246",
series = "Lecture Notes in Business Information Processing",
publisher = "Springer Verlag",
pages = "421--430",
editor = "{Dr{\u a}goicea }, M. and {Cavallari }, M.",
booktitle = "Exploring Services Science - 8th International Conference, IESS 2017, Proceedings",
address = "Germany",
note = "8th International Conference on Exploring Service Science, IESS 2017 ; Conference date: 24-05-2017 Through 26-05-2017",
}