ABSTRACT
Comfort is a complex concept consisting of both objective ergonomics requirements and subjective impressions. Dumur, Barnard, and Boy (2004) identify four principles that should guide design of a more comfortable aircraft cabin for passengers: (1) aff ordance, which concentrates on the eff orts the passenger must make to get the service; (2) situational awareness, which ensures that the passenger is aware of events surrounding him or her and of other passengers and the cabin crew in order not to feel lost or confused and to be confi dent that everything is under control; (3) individualization and customization, which address the individual diff erences in comfort needs for diff erent passengers; and (4) variability and fl exibility, which emphasize the diverse needs of passengers. Regarding in-fl ight entertainment systems, aff ordance of the entertainment relates to the eff orts that the passenger must make to interact with the system to get personalized entertainment; situational awareness means that the passenger should be aware of what goes on around the in-fl ight entertainment system in order not to feel lost or confused and to be confi dent that the system is under his or her control. Because passengers come from highly heterogeneous pools, have diff erent entertainment preferences, and experience diff erent fl ight situations, individualization and customization of entertainment services can provide passengers better physical and psychological comfort. In addition to these four principles, Liu and Rauterberg (2007) point out the importance of improving the passenger’s comfort by reducing his or her negative stress level.
