“när man går till jobbet lämnar du ryggsäcken utanför” En studie om servitörers yrkesroll och yrkesidentitet
(2024) SOCK10 20241Sociology
- 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:
http://lup.lub.lu.se/student-papers/record/9162964
- author
- Liljeblad, Dan LU
- supervisor
- organization
- course
- SOCK10 20241
- year
- 2024
- 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}}, }