- 1 Clement, A. A Cooperative Support for Computer Work: A Social Perspective on the Empowering of End Users. In Proceedings of the Conference on Computer-Supported Cooperative Work, 1990 (CSCW '90) (October, 1990, Los Angeles, Calif.), pp. 223. Google ScholarDigital Library
- 2 Garfinkel, S. Studies in Ethnomethodology. Prentice Hall, Englewood, CA, 1967.Google Scholar
- 3 Holtzblatt, K. If we're a team, why don't we act like one? Interactions 1, 3 (July 1994), 17. Google ScholarDigital Library
- 4 Holtzblatt K., and Beyer, H. Making customer-centered design work for teams. Commun. ACM 36, 10 (Oct. 1993), 92-103. Google ScholarDigital Library
- 5 Holtzblatt, K., and Jones, S. Contextual Inquiry: A Participatory Technique for System Design. In Participatory Design: Principles and Practice. A. Namioka and D. Schuler, Eds., Erlbaum, Hillsdale, NJ, 1993.Google Scholar
- 6 Kyng, M. Designing for a dollar a day. In Proceedings of the Conference of Computer-Supported Cooperative Work, 1988 (CSCW '88) (Portland, Oreg.) ACM, NewYork, 1988, pp. 178-188. Google ScholarDigital Library
- 7 Lofland, J. Analyzing Social Settings: A guide to qualitative observation and analysis. Wadsworth, Belmont, CA, 1971.Google Scholar
- 8 Monk, A. (organizer). Mixing Oil and Water? Ethnography versus Experimental Psychology. In the Study of Computer-mediated Communication panel at InterCHI '93, Amsterdam, 1993. Google ScholarDigital Library
- 9 Orr, J. Narratives at Work Storytelling as Cooperative Diagnostic Activity. In Proceedings of the Conference on Computer-Supported Cooperative Work, 1986 (CSCW '86) (December 3-5, 1986, Austin, Texas). Google ScholarDigital Library
- 10 Polanyi, M. Personal Knowledge, University of Chicago Press, Chicago, 1958.Google Scholar
- 11 Schuler, D., and Namioka A., Eds. Participatory Design: Perspectives on Systems Design. Erlbaum, Hillsdale, NJ, 1993. Google ScholarDigital Library
- 12 Suchman, L. Plans and Situated Actions. Cambridge University Press, Cambridge, UK, 1989.Google Scholar
- 13 Whiteside,J., Bennett, J., and Holtzblatt, K. Usability engineering: Our experience and evolution. In Handbook of Human Computer Interaction. M. Helander, Ed., North Holland, New York, 1988.Google ScholarCross Ref
Index Terms
- Apprenticing with the customer
Recommendations
Customer Abandonment in Many-Server Queues
We study G/G/n + GI queues in which customer patience times are independent, identically distributed following a general distribution. When a customer's waiting time in queue exceeds his patience time, the customer abandons the system without service. ...
Impatient customer queue with Bernoulli schedule vacation interruption
This paper deals with an infinite buffer M/M/1 queue with working vacations and Bernoulli schedule vacation interruption wherein the customers balk with a probability. Whenever the system becomes empty, the server takes a working vacation during which ...
Analysis of queueing systems with customer interjections
In this paper we study queueing systems with customer interjections. Customers are distinguished into normal customers and interjecting customers. All customers join a single queue waiting for service. A normal customer joins the queue at the end and an ...
Comments