By Topic

Ethnography, customers, and negotiated interactions at the airport

Sign In

Cookies must be enabled to login.After enabling cookies , please use refresh or reload or ctrl+f5 on the browser for the login options.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

3 Author(s)
Wales, R. ; SAIC, NASA Ames Res. Center, Moffett Field, CA, USA ; O'Neill, J. ; Mirmalek, Z.

In the late 1990s, tightly coordinated airline schedules unraveled owing to massive delays resulting from inclement weather, overbooked flights, and airline operational difficulties. As schedules slipped, the delayed departures and late arrivals led to systemwide breakdowns, customers missed their connections, and airline work activities fell further out of sync. In offering possible answers, we emphasize the need to consider the customer as participant, following the human-centered computing model. Our 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. The research insights that led us to shift from a production and marketing system perspective to a customer-as-participant view might appear obvious to some readers. However, we do not know of any airline that designs its operations and technologies around any other model than the production and marketing system view. Our human-centered analysis used ethnographic methods to gather information, offering new insight into airline delays and suggesting effective ways to improve operations reliability.

Published in:

Intelligent Systems, IEEE  (Volume:17 ,  Issue: 5 )