predictability-through-scripting
The chapter discusses how employee behavior and customer interactions are tightly scripted to ensure uniformity and predictability across service encounters.
1 chapter across 1 book
The McDonaldization of Society: Into the Digital Age (2019)George Ritzer
Chapter 6 explores the concepts of predictability and control within McDonaldized occupations, highlighting how scripting and standardized procedures dominate various industries from fast food to education and healthcare. It examines the transformation of employees into mechanical-like workers, the loss of autonomy even in skilled professions like piloting, and the increasing automation and control over both processes and products, including digital environments. The chapter also discusses how these mechanisms extend beyond physical workplaces into online settings, emphasizing the pervasive nature of McDonaldization.