The characteristics of railway service disruption: implications for disruption management

Golightly, David and Dadashi, Nastaran (2016) The characteristics of railway service disruption: implications for disruption management. Ergonomics . ISSN 1366-5847

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Abstract

Rail disruption management is central to operational continuity and customer satisfaction. Disruption is not a unitary phenomenon - it varies by time, cause, location and complexity of coordination. Effective, user-centred technology for rail disruption must reflect this variety. A repertory grid study was conducted to elicit disruption characteristics. Construct elicitation with a group of experts (n=7) captured 26 characteristics relevant to rail disruption. A larger group of operational staff (n=28) rated 10 types of rail incident against the 26 characteristics. The results revealed distinctions such as business impact and public perception, and the importance of management of the disruption over initial detection. There were clear differences between those events that stop the traffic, as opposed to those that only slow the traffic. The results also demonstrate the utility of repertory grid for capturing the characteristics of complex work domains.

Item Type: Article
Additional Information: This is an Accepted Manuscript of an article published by Taylor & Francis in Ergonomics on 23 May 2016, available online: http://www.tandfonline.com/10.1080/00140139.2016.1173231
Keywords: Railways, disruption, repertory grid, expertise, socio-technical systems design
Schools/Departments: University of Nottingham UK Campus > Faculty of Engineering > Department of Mechanical, Materials and Manufacturing Engineering
Identification Number: https://doi.org/10.1080/00140139.2016.1173231
Depositing User: Golightly, David
Date Deposited: 25 May 2016 10:38
Last Modified: 15 Sep 2016 00:10
URI: http://eprints.nottingham.ac.uk/id/eprint/33506

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