Ett yrke, flera roller: En mikrosociologisk studie om en yrkesgrupps möjligheter och begränsningar i det direkta kundmötet
Independent thesis Basic level (degree of Bachelor), 180 HE creditsStudent thesis
This paper aim to give a new perspective to science about service worker and their difficult situation between the organization and the customer. By using Goffman´s theories about how we act and define ourselves by others I hope to give a new dimension to understand what happens in the meeting between a customer and a service-worker.
The essay is based on a category of service-worker called “servicerådgivare”. They are the ones who are between the car owner and the mechanics. Their job is to receive the cars in the morning and inform the customer of what has been done at the end of the day. During this process they are supposed to satisfy the customer while following the instructions from the organization, which leads to a tricky middle position.
Theories about how people act and establish different faces are used to understand how the service worker always have to change face to different customers. It also discusses how a person can feel when being told to do one thing (by the company) and morally feel like doing another thing to satisfy the customer. Some researchers claim that this could make them feel bad and that working with customers all day may lead to social exhaustion.
Trying to increase the understanding for people working in service work interviews and observations where used to form the material and the basis for my final discussion. Some comments from customers are also used to see what expectations they have on the service worker.
The founding’s in this study is that “servicerådgivarna” have a hard time trying to balance between the organizational demands and the customer´s expectations. Many time lacks of resources are the biggest trouble and makes them improvise, which some finds satisfying but most of them are felling stressed and insufficient.
Place, publisher, year, edition, pages
2016. , 53 p.
Service work, Social interaction, Face, Role
IdentifiersURN: urn:nbn:se:lnu:diva-54239OAI: oai:DiVA.org:lnu-54239DiVA: diva2:942716
Sociology Programme, 180 credits