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| Roxana Wales, John O'Neill, Zara Mirmalek, "Ethnography, Customers, and Negotiated Interactions at the Airport," IEEE Intelligent Systems, vol. 17, no. 5, pp. 15-23, September/October, 2002. | |||
| BibTex | x | ||
| @article{ 10.1109/MIS.2002.1039828, author = {Roxana Wales and John O'Neill and Zara Mirmalek}, title = {Ethnography, Customers, and Negotiated Interactions at the Airport}, journal ={IEEE Intelligent Systems}, volume = {17}, number = {5}, issn = {1541-1672}, year = {2002}, pages = {15-23}, doi = {http://doi.ieeecomputersociety.org/10.1109/MIS.2002.1039828}, publisher = {IEEE Computer Society}, address = {Los Alamitos, CA, USA}, } | |||
| RefWorks Procite/RefMan/Endnote | x | ||
| TY - MGZN JO - IEEE Intelligent Systems TI - Ethnography, Customers, and Negotiated Interactions at the Airport IS - 5 SN - 1541-1672 SP15 EP23 EPD - 15-23 A1 - Roxana Wales, A1 - John O'Neill, A1 - Zara Mirmalek, PY - 2002 KW - human-centered computing KW - customer as participant KW - ethnographic methods KW - air travel KW - airline operations reliability KW - airline delays KW - HCC design VL - 17 JA - IEEE Intelligent Systems ER - | |||
Air travel has become overwhelmingly complex, problematic, and fatiguing for customers while providing new operational challenges for airlines. These challenges raise an interesting question for researchers: How can we help improve airline operations reliability?
In offering possible answers, the authors emphasize the need to consider the customer as participant, following the human-centered computing (HCC) model. Their study applied ethnographic methods to understand the airline system domain and the nature of airline delays, and it revealed the deficiencies of the airline production system model of operations. Using ethnographic methods in HCC design helps researchers analyze customer trajectories across airline work groups and design new technologies and organizational structures to better support both customers and employees.