Critical Incident Technique

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The Critical Incident Technique (or CIT) is a set of procedures used for collecting direct observations of human behavior that have critical significance and meet methodically defined criteria. These observations are then kept track of as incidents, which are then used to solve practical problems and develop broad psychological principles. A critical incident can be described as one that makes a contribution—either positively or negatively—to an activity or phenomenon. Critical incidents can be gathered in various ways, but typically respondents are asked to tell a story about an experience they have had. CIT is a flexible method that usually relies on five major areas. The first is determining and reviewing the incident, then fact-finding, which involves collecting the details of the incident from the participants. When all of the facts are collected, the next step is to identify the issues. Afterwards a decision can be made on how to resolve the issues based on various possible solutions. The final and most important aspect is the evaluation, which will determine if the solution that was selected will solve the root cause of the situation and will cause no further problems.

critical incident evaluation human behavior

References

Flanagan, John C. Psychological Bulletin, Vol. 51, No. 4, July 1954.
Page 327.
"Charged with recruiting other psychologists, Dr. Flanagan was asked to develop the Army Air Corp's program, and, by the end of the war, he had overseen the commissioning of over 150 psychologists. Within its ranks were some of the finest psychologists of the day, including five forthcoming presidents of the American Psychological Association and 11 members of its board of directors. Toward the close of the war, this group of psychologists was involved not only in conducting research regarding the selection and classification of aviators but was also involved in developing training programs and human factors engineering." http://www.apadivisions.org/division-19/publications/newsletters/military/2014/04/aviation-psychology.aspx, paragraph 6
A Timeline of AIR History, American Institutes for Research http://www.air.org/page/air-history
Lisch, Ralf (2014). Measuring Service Performance. Practical Research for Better Quality. Routledge. pp. 147, 150-152. ISBN 9781472411914.
Fitts P.M. & Jones R.E 1947. Psychological aspects of instrument display: I. Analysis of 270 "pilot-error" experiences in reading and interpreting aircraft instruments. U.S. Air Forces Materiel Command, Report No. TSEAA-694-12A.
Chapanis, Alphonse 1959. Research techniques in human engineering. Baltimore: Johns Hopkins Press, Chapter 3, Methods for the study of accidents and near-accidents.
Haussner et al (2018). "Exploring Internationally Operated Construction Projects through the Critical Incident Technique". Journal of Management in Engineering 34(5). https://ascelibrary.org/doi/full/10.1061/%28ASCE%29ME.1943-5479.0000626
Gremler's article in Journal of Service Research, Vol. 7, No. 1, August 2004.
"How senior managers acquire and use information in environmental scanning" by Ethel Auster and Chun Wei Choo (1996).
"Information sources used by lawyers in problem-solving: An empirical exploration" by Margaret Ann Wilkinson (2001).
"When Is 'Enough' Enough? Modeling the Information-Seeking and Stopping Behavior of Senior Arts Administrators" by Lisl Zach (2004).
Serenko, A. (2006). "The use of interface agents for email notification in critical incidents". International Journal of Human-Computer Studies 64(11): 1084–1098. http://www.aserenko.com/papers/Serenko_CIT_Agents.pdf

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