employee-variation-limits
The chapter highlights how employees in fast food franchises are encouraged to vary their service to reduce depersonalization, but such variations are strictly controlled.
1 chapter across 1 book
The McDonaldization of Society: Into the Digital Age (2019)George Ritzer
Chapter 6 discusses the tension between the routinization of service work in fast food franchises and the limited allowances for employee variation to reduce customer depersonalization, drawing heavily on Robin Leidner's ethnographic research. It explores the application of McDonaldization principles across various sectors, including education, healthcare, and technology, highlighting the increasing use of automation and standardization. The chapter also references historical management theories and contemporary technological advancements that shape workplace organization and customer interactions.