Citation link: http://dx.doi.org/10.25819/ubsi/9952
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Dokument Type: Book
metadata.dc.title: Lost and found: transforming assistance at digital Deutsche Bahn
Authors: Potthast, Jörg 
Institute: DFG-Sonderforschungsbereich 1187 "Medien der Kooperation" 
Free keywords: social studies of technology, infrastructure, digital practices, assistance, exit and voice, privileged users, situated judgement, consumer dissatisfaction
Dewey Decimal Classification: 302.23 Medien (Kommunikationsmittel), Medienwissenschaft
GHBS-Clases: KNZZ
KNZT
Issue Date: 2021
Publish Date: 2021
Series/Report no.: Working paper series / SFB 1187 Medien der Kooperation 
Abstract: 
Paying close attention to the intricacies of the episode below, this paper sets out to reflect in situ a shift to digitizing “lost and found” services. Foreshadowing a more extensive study on a contemporary redistribution of assistance at Deutsche Bahn, it refers to a pragmatist tradition concerned with preserving the condition of voice. Following this vein, it faces a purist critical attitude – epitomized in the practice of economics (Orléan 2014), which defends market forces (“exit”) as a way to outperform voice in any situation of decline, decay or dissatisfaction (Hirschman 1970). Anti-elitist suspicions, brought to perfection by another branch of social sciences, have become a powerful ally of this position. Rather than criticizing elitism and privilege, however, the present contribution draws on ethnographic research which displays the ambiguity of privileged users’ encounters with assis- tants. Exploring ambiguous patterns in the practice of assistance, it seeks for a politics of pity which has been largely absent from current appraisals of digital sociality.
DOI: http://dx.doi.org/10.25819/ubsi/9952
URN: urn:nbn:de:hbz:467-19397
URI: https://dspace.ub.uni-siegen.de/handle/ubsi/1939
Appears in Collections:Publikationen aus der Universität Siegen

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