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employee-scripting
The use of predetermined scripts and behaviors to ensure predictability and uniformity in employee interactions, particularly in fast-food and retail settings.
1 chapter across 1 book
The McDonaldization of Society: Into the Digital Age (2019)George Ritzer
Chapter 6 Predictability and Control: McJobs and Other McDonaldized Occupations 2 Predictability: Scripting and Controlling Employees The Fast-Food Industry: “Howdy, Pardner” and “Happy Trails”
Chapter 6 explores the themes of predictability and control in McDonaldized occupations, focusing on how scripting and standardized procedures govern employee behavior in various industries such as fast food, education, and healthcare. It highlights the mechanization and deskilling of workers, the extension of control into digital environments, and the automation of processes and products, illustrating how these dynamics reduce human agency and increase uniformity.