Document Type
Article
Publication Date
5-1-2003
Abstract
Airport managers tend to view airport efficiency through the lens of their own experience based on measurements of travelers' interactions with the airline after the traveler has entered the airport process. They ignore the times when the traveler is not empirically measurable, for example, the period between arrival at the airport and checks-in with the airline, and therefore miss important insight into how travelers cope with uncertainty and anxiety of the airport experience. In this paper, the author, an Airline Executive, suggests that ethnographic studies based on the techniques of rich observation, note-taking, coding, and inductive analysis will be a useful complement to airline/airport measures because ethnography can focus on travelers' behaviors from the travelers' point-of-view. Airport studies based on ethnographic studies should contain richer, more behaviorally complex and more customer-centric insights, leading to better, comprehensive problem identification and process redesign.
Keywords
airports
Rights
© The Author(s). Kelvin Smith Library provides access for non-commercial, personal, or research use only. All other use, including but not limited to commercial or scholarly reproductions, redistribution, publication or transmission, whether by electronic means or otherwise, without prior written permission is strictly prohibited.
Department/Center
Design & Innovation
Recommended Citation
Brunger, Bill, "Complex Unfamiliar Entries in the Airport Context" (2003). Student Scholarship. 140.
https://commons.case.edu/studentworks/140