document: Ethnography , customers , and negotiated interactions at the airport 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
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