Abstract
This article presents initial research findings regarding the impact of routinization on manager/worker/customer relationships at a family restaurant chain. Corporate attempts to precisely control store managers and workers indirectly lead store managers to rely on a system of “responsible autonomy” when interacting with workers. This opens up certain avenues of resistance for workers and negatively impacts customer perceptions of service.
The author gratefully acknowledges the assistance provided by employees and store managers as well as the direction of Professor Jennifer Pierce of the University of Minnesota.