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Crowd Management

The document discusses the importance of effective crowd management, particularly in light of recent incidents involving Indigo Airlines and stampedes across the country. It highlights the critical triad of regulators, service providers, and consumers, emphasizing that disruptions can lead to confusion and dangerous situations. The concept of Transformative Service Research is introduced as a framework for improving crowd management through better regulation and understanding of crowd behavior.

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Vatsala Mirnaalini
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15 views1 page

Crowd Management

The document discusses the importance of effective crowd management, particularly in light of recent incidents involving Indigo Airlines and stampedes across the country. It highlights the critical triad of regulators, service providers, and consumers, emphasizing that disruptions can lead to confusion and dangerous situations. The concept of Transformative Service Research is introduced as a framework for improving crowd management through better regulation and understanding of crowd behavior.

Uploaded by

Vatsala Mirnaalini
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Crowd Management – A New Future!

The recent Indigo Airlines chaos and various stampede incidents occurring across the country
underscore the significance of crowd management. According to Bhatt (2025), disruption in the triad:
regulatory intent, service providers and consumers, contributes to a vulnerable and volatile situation.
In the case of Indigo, the sudden implementation of the regulation to enhance pilots’ safety protocol
to the service provider (Indigo) resulted in frustration and confusion among its passengers.

The regulator-service provider-consumer triad can be applied to the many stampede incidents
widespread across the country. The role of the regulator’s intentions (event permissions, police
administration) is vested in enforcing the regulation encoded on paper to a pragmatic approach
through service providers such as event organizers, volunteers etc as a planned conduct to the
consumers. Any disruption in this triad can reflect in massive confusion and fatal outcomes.

Transformative Service Research, a strategy to regulate the triad, focuses on the conceptual
framework to manage crowd disasters such as psychological first aid, crisis communication,
understanding crowd behaviour, strategic planning and governance. The book authored by Anderson
(2019) titled, “Transformative Service Research – An Agenda for the Future” explains power
asymmetries, ethical governance and service systems.

Transformative service research strategies through well-planned regulations implementation could


contribute to better well-being for consumers and strengthen the resilience of service providers.

Reference:

Bhatt, S., & Mogaji, E. (2025). Regulation, operational fragility, and passenger well-being: Reassessing
the regulator–provider–customer triad through the IndiGo disruption. Journal of Transformative
Transport Services, 3(1), 55–61.

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