IDEAS home Printed from https://ideas.repec.org/p/uis/wpaper/0811.html
   My bibliography  Save this paper

The rise and fall of self-service in Amsterdam trams: User technology relations in a case of service innovation

Author

Listed:
  • Roel Nahuis

    ()

Abstract

The stabilisation of innovative technology depends on reconciling technological requirements and user behaviour. This can be achieved by adjusting the technology to the users, by configuring the user, or by a combination thereof. This paper evaluates different strategies in a case of service innovation: the substitution of conductors with self-service machines in the Amsterdam tramways around 1970 and the various forms of fare-dodging that came along. To counteract fare-dodging, the transport company unsuccessfully relied on a strategy to configure users. Alternative strategies, notably configuring users through technological adjustment, are suggested to increase the chance of stabilisation. These observations and suggestions are related to the actual characteristics of services: given that transport services are immediately and collectively used, their misuse, if not corrected by fellow passengers, soon tends to threaten the aspect of stability. Emphasising service characteristics thus contributes to a better understanding of strategies to reconcile services and users.

Suggested Citation

  • Roel Nahuis, 2008. "The rise and fall of self-service in Amsterdam trams: User technology relations in a case of service innovation," Innovation Studies Utrecht (ISU) working paper series 08-11, Utrecht University, Department of Innovation Studies, revised Apr 2008.
  • Handle: RePEc:uis:wpaper:0811
    as

    Download full text from publisher

    File URL: http://www.geo.uu.nl/isu/pdf/isu0811.pdf
    File Function: Version April 2008
    Download Restriction: no

    More about this item

    NEP fields

    This paper has been announced in the following NEP Reports:

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:uis:wpaper:0811. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Gaston Heimeriks). General contact details of provider: http://www.uu.nl/faculty/geosciences/EN/research/institutesandgroups/researchinstitutes/copernicusinstitute/research/Innovation/Pages/default.aspx .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.