Tuesday October 2
Routinizing Through Personal Transformation
The above strategies may not eliminate unpredictable client demands (and workers).
Service firms can deal further with unpredictability by relying on workers‟ discretion
when: (1) Customizing is crucial, (2) Worker-client interactions are difficult
(selling to reticent buyers), (3) Workers are free of managerial control.
When unpredictability is sufficiently worrisome, firms often routinize through
personal transformation to produce quality employee-customer interactions.
Amway’s “Duplicating”: Fundamentally alter salespeople‟s lives, molding their
family lives, political beliefs, religious values, personal goal, and self-concepts. Urge
workers to cut off ties with friends or relatives critical of Amway, etc.
Workers’ Control of Deviant Clients, Clients Control of Workers
Example: If a waiter doesn‟t like a customer, they will „accidentally‟ drop a plate of
food on them.
Background Information (2010)
31 000 restaurants employing 1.5million people in 119 countries. It serves nearly 47
million customers every day. 95% of U.S. consumers eat at McDonald‟s at least once
a year. More than 13% of all Americans – at least 20 million people – have worked
at McDonald‟s (1994).
Conditions of Employment
Reliance on young part-timers with no benefits. Primarily, male grillers and female
counter or w