The disciplined customer: A video-based study of automated self-service hotels (以英文演講)
- 講者Christian Greiffenhagen 教授 (Department of Applied Social Sciences, The Hong Kong Polytechnic University)
邀請人:穆信成 - 時間2024-03-21 (Thu.) 14:00 ~ 16:00
- 地點資訊所新館 106 會議室
摘要
This paper studies customers entering automated self-service hotels in China and using a facial recognition kiosk for registration. Based on video-recordings of 674 cases of customers checking in, we show that, as is common in self-service, customers need to do work that was previously done by hotel staff: they are working customers.
We then argue that, when interacting with the facial recognition kiosk, customers are also doing something more: first, they present themselves to the machine by, for example, adjusting their standing position or appearance; second, they perform for the machine by following its instructions, closing their eyes or opening their mouths; finally, they express various emotions towards the machine, such as anger or embarrassment. In sum, we show that customers are working not just with their bodies, but also on their bodies, which are being disciplined by the machine. They become ‘disciplined customers’.
We then argue that, when interacting with the facial recognition kiosk, customers are also doing something more: first, they present themselves to the machine by, for example, adjusting their standing position or appearance; second, they perform for the machine by following its instructions, closing their eyes or opening their mouths; finally, they express various emotions towards the machine, such as anger or embarrassment. In sum, we show that customers are working not just with their bodies, but also on their bodies, which are being disciplined by the machine. They become ‘disciplined customers’.
BIO
https://www.polyu.edu.hk/apss/people/academic-staff/dr-greiffenhagen-christian