SOCIOL 2V06 Study Guide - 2Pm, Flight Attendant, Combined Insurance
9 Apr 2013
School
Department
Course
Professor
Document Summary
But the point is that the routinization of emotion work & service work more generally, is a challenge. The regimented, depersonalized nature of standardized employee-client interactions can undercut the quality of service. Example: customers resentment of workers automatically reciting scripted lines. Example: when you see them receiving passengers with that big smile, i don"t think it means anything. But now if you get into a conversation with a flight attendant well no i guess they have to do that too. Despite stubborn personnel, unpredictable task specifications (client demands), and the need for a personal touch, service firms use routinization to produce quality employee-client interactions, to de-skill, and to control employees and customers. Service firms address variations in customer demand and thus de-skill, when: (1) clients are unsure how to behave (2) firms want to define proper client behavior (3) customers may disrupt routines. Such uncertainty is reduced by routinizing or standardizing client behaviors.
