Seduced by stamping machines. A socio-technical explanation of fare dodging Many innovations in the transport sector require behavioural modification of travellers. User, however, often react unpredictably to innovations, which may cause promising technologies to fail. Understanding these failures requires insight in the role of users in innovation. Based on innovation studies about user/technology-relations we have developed a theoretical framework, from which we derive three strategies to improve the stabilisation of technological systems. stabilisation means consensus about the meaning and functionality of the system. The first strategy relies on users' willingness to apply technology in accordance with its purposes. However, when users' creativity works against stabilisation, two other strategies remain: influencing the user or adjusting the technology. In a case study, the introduction of self-service in the Amsterdam tramways around 1970, we explore what strategy is most appropriate in a specific situation. The replacement of conductors with stamping machines appeared to give rise to the phenomenon of fare dodging. This phenomenon threatened the stability of the innovative system. The applied strategies to cope with this threat show attempts to discipline the tram passenger. The case also shows how imperfections of the theoretical model are related to the specific character of public transport. (Author/publisher)
Abstract