Skip to main content
Article thumbnail
Location of Repository

Serving 'The Guest': Günther Anders at the Grand Seaside Hotel

By Dirk Bunzel and Martin Parker

Abstract

Drawing on data collected during 14 months of ethnographic research in an Australian Coastal Hotel, the paper describes the management of service encounters. Hotel staff used meetings and training sessions to simulate service scenarios, hypothesizing `customer wants and needs'. In order to do this they constructed the image of an ideal `Guest', an image that was collectively evoked in order to shape the conduct of service encounters. We claim that these imaginary service encounters mean that the `creators' of this imaginary object become increasingly subjected to its demands. The object, `The Guest', attempts to dominate its creators. The traditional demarcation between subject and object is blurred, and perhaps reversed. Drawing on the neglected work of Günther Anders, the paper inquires into the status of this object and addresses the process of its production and consumption. It demonstrates how subjects and an (imaginary) object become entangled

Publisher: SAGE Publications
Year: 2009
DOI identifier: 10.1177/1470593108100061
OAI identifier: oai:lra.le.ac.uk:2381/7787
Journal:

Suggested articles

Citations

  1. (1983). A Note on Emotionality, Self and Interaction‟ doi
  2. (2002). Against Management. doi
  3. (2001). Altravesando Fronteras/Border Crossings: A Critical Ethnographic Study of Consumer Acculturation of Mexican Immigrants‟. doi
  4. (2000). Anthropology in the age of technology. The philosophical contribution of Günther Anders. Editiona Odopi.
  5. (2005). Consumer Culture Theory (CCT): Twenty Years of Research‟. doi
  6. (1970). Der Blick vom Mond. Reflexionen über Weltraumflüge.
  7. (1972). Der implizite Leser: Kommunikationsformen des Romans von Bunyan bis Beckett.
  8. (1986). Der Mensch. Seine Natur und seine Stellung in der Welt. doi
  9. (1956). Die Antiquiertheit des Menschen – Band 1. Über die Seele im Zeitalter der zweiten industriellen Revolution. doi
  10. (2002). Disciplining customers at the Grand Seaside Hotel.‟ doi
  11. (1983). Fatal strategies. doi
  12. (1996). Friendship Marketing.
  13. (1995). Going to Extremes: Managing Service Encounters and Assessing Provider Performance‟, doi
  14. (1994). In search of excellence: Lessons from America’s best-run companies. doi
  15. (2000). Knowledge Calibration: What Consumers Know and what they Think they Know‟. doi
  16. (1995). Liberatory Postmodernism and the Reenchantment of Consumption‟. doi
  17. (1995). Managing by doi
  18. (1999). Membership work in the team of technology‟. doi
  19. (2000). Organizational Culture and Identity. doi
  20. (1991). Postmodern Alternatives: The Interpretative Turn in Consumer Research‟,
  21. (2000). Real Numbers, Imaginary Guests, and Fantastic Experiences: The Grand Seaside Hotel and the discursive construction of customer service. Unpublished PhD:
  22. (1993). Relationship Marketing: From 4Ps to 30 Rs. Stockholm:
  23. (1993). River Magic: Extraordinary Experience and the Extended Service Encounter‟ doi
  24. (1993). Strength is Ignorance; Slavery is Freedom; Managing Culture in Modern Organisations', doi
  25. (2004). The Fantasies, Orders and Roles of Sadistic Consumption‟ doi
  26. (2007). The Guest as a friendly foe – Service encounters in the face or under the gaze of the guest‟,
  27. (1983). The Managed Heart.
  28. (1998). The Mountain Myth: A Contemporary Consuming Fantasy. doi
  29. (1977). The Social Construction of Unreality: The Real American Dilemma‟, doi
  30. (1997). The Visibility of Social Systems‟ in Hetherington, K and Munro, R (eds) Ideas of Difference.
  31. (2001). Toward a virtualization of social control? Simulation and seductive domination in an doi

To submit an update or takedown request for this paper, please submit an Update/Correction/Removal Request.