Research Note: How Routinization Affects Power Dynamics at a Family Restaurant Chain

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.

KEYWORDS:

• foodservice managers
• scripting
• routinization
• responsible autonomy

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.