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“när man går till jobbet lämnar du ryggsäcken utanför” En studie om servitörers yrkesroll och yrkesidentitet

Liljeblad, Dan LU (2024) SOCK10 20241
Sociology
Abstract
The serving profession is not only about the technical competence to serve and
take orders. It also requires social skills to deal with other people on a daily basis.
The profession is characterized by frequent amounts of social interaction and
workers are sometimes expected to regulate their personas during interaction with
customers. The purpose of this study is to gain an insight of the roles the staff step
into during their customer meetings. How do waiters experience their professional
role and identity when the expressions they convey externally are sometimes not
in line with what they feel inside? Through qualitative interviews with six
restaurant waiters I hoped to find more answers and insight into how they
establish a... (More)
The serving profession is not only about the technical competence to serve and
take orders. It also requires social skills to deal with other people on a daily basis.
The profession is characterized by frequent amounts of social interaction and
workers are sometimes expected to regulate their personas during interaction with
customers. The purpose of this study is to gain an insight of the roles the staff step
into during their customer meetings. How do waiters experience their professional
role and identity when the expressions they convey externally are sometimes not
in line with what they feel inside? Through qualitative interviews with six
restaurant waiters I hoped to find more answers and insight into how they
establish a professional identity. The results from the study showed that serving
staff are socialized into culture and norms by experiencing the demands and
expectations of both the employer and the customer. In that way they adapt
behaviors and external expressions in accordance with company directions.
Feeling the expectations of the employer to provide a certain standard of service
in combination with receiving feedback can be a way to embody and learn which
behaviours are considered acceptable. A work-related identity thus seems to be
established and confirmed by the people around them. (Less)
Please use this url to cite or link to this publication:
author
Liljeblad, Dan LU
supervisor
organization
course
SOCK10 20241
year
type
M2 - Bachelor Degree
subject
keywords
Impression management, occupational self-identity, work identity, emotional labor, emotionellt arbete, intrycksstyrning, roller.
language
Swedish
id
9162964
date added to LUP
2024-06-13 16:57:28
date last changed
2024-06-13 16:57:28
@misc{9162964,
  abstract     = {{The serving profession is not only about the technical competence to serve and
take orders. It also requires social skills to deal with other people on a daily basis.
The profession is characterized by frequent amounts of social interaction and
workers are sometimes expected to regulate their personas during interaction with
customers. The purpose of this study is to gain an insight of the roles the staff step
into during their customer meetings. How do waiters experience their professional
role and identity when the expressions they convey externally are sometimes not
in line with what they feel inside? Through qualitative interviews with six
restaurant waiters I hoped to find more answers and insight into how they
establish a professional identity. The results from the study showed that serving
staff are socialized into culture and norms by experiencing the demands and
expectations of both the employer and the customer. In that way they adapt
behaviors and external expressions in accordance with company directions.
Feeling the expectations of the employer to provide a certain standard of service
in combination with receiving feedback can be a way to embody and learn which
behaviours are considered acceptable. A work-related identity thus seems to be
established and confirmed by the people around them.}},
  author       = {{Liljeblad, Dan}},
  language     = {{swe}},
  note         = {{Student Paper}},
  title        = {{“när man går till jobbet lämnar du ryggsäcken utanför” En studie om servitörers yrkesroll och yrkesidentitet}},
  year         = {{2024}},
}