Karla A. Erickson
- Published in print:
- 2009
- Published Online:
- March 2014
- ISBN:
- 9781604732061
- eISBN:
- 9781604733464
- Item type:
- chapter
- Publisher:
- University Press of Mississippi
- DOI:
- 10.14325/mississippi/9781604732061.003.0005
- Subject:
- Sociology, Occupations, Professions, and Work
This chapter brings together the experiences and perspectives of three groups of actors—servers, managers, and customers—to explore how a work culture of emotional investment combined with a “homey” ...
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This chapter brings together the experiences and perspectives of three groups of actors—servers, managers, and customers—to explore how a work culture of emotional investment combined with a “homey” ambience and paternalistic management, helps produce loyalty at the Hungry Cowboy. It examines how notions related to family shape daily practice and how, like many families, this “family” is crosscut by the often unequal costs and rewards of belonging.Less
This chapter brings together the experiences and perspectives of three groups of actors—servers, managers, and customers—to explore how a work culture of emotional investment combined with a “homey” ambience and paternalistic management, helps produce loyalty at the Hungry Cowboy. It examines how notions related to family shape daily practice and how, like many families, this “family” is crosscut by the often unequal costs and rewards of belonging.
Karla A. Erickson
- Published in print:
- 2009
- Published Online:
- March 2014
- ISBN:
- 9781604732061
- eISBN:
- 9781604733464
- Item type:
- chapter
- Publisher:
- University Press of Mississippi
- DOI:
- 10.14325/mississippi/9781604732061.003.0001
- Subject:
- Sociology, Occupations, Professions, and Work
This chapter first sets out the book’s purpose, which is to explore the components, the “building blocks of sociability,” that make up the Hungry Cowboy atmosphere. Sociability describes a place or ...
More
This chapter first sets out the book’s purpose, which is to explore the components, the “building blocks of sociability,” that make up the Hungry Cowboy atmosphere. Sociability describes a place or event that is “marked by or conducive to friendliness or pleasant social relations.” The building blocks that create this feeling include everything from the lighting and layout of the restaurant to the smiles and spicy salsa delivered by the servers. The discussions then turn to ambience, services, people, and customers of the Hungry Cowboy.Less
This chapter first sets out the book’s purpose, which is to explore the components, the “building blocks of sociability,” that make up the Hungry Cowboy atmosphere. Sociability describes a place or event that is “marked by or conducive to friendliness or pleasant social relations.” The building blocks that create this feeling include everything from the lighting and layout of the restaurant to the smiles and spicy salsa delivered by the servers. The discussions then turn to ambience, services, people, and customers of the Hungry Cowboy.
Karla A. Erickson
- Published in print:
- 2009
- Published Online:
- March 2014
- ISBN:
- 9781604732061
- eISBN:
- 9781604733464
- Item type:
- chapter
- Publisher:
- University Press of Mississippi
- DOI:
- 10.14325/mississippi/9781604732061.003.0004
- Subject:
- Sociology, Occupations, Professions, and Work
This chapter addresses the question of how the social interactions necessary to food service in restaurants can be trained and managed. Interviews were conducted with managers from eight restaurants ...
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This chapter addresses the question of how the social interactions necessary to food service in restaurants can be trained and managed. Interviews were conducted with managers from eight restaurants that compete with the Hungry Cowboy. These included chain restaurants and independent restaurants. Chain restaurants and independent restaurants had different patterns of training and hiring and management philosophies. Chain restaurants tend to use routinized scripts, themed packaging, and carefully defined training practices—an approach referred to as Total Quality Service, which attempts to predict all possible situations and lay out rules prescribing appropriate behavior. In contrast, independent restaurants tend to rely on specialized systems of management that grow out of the operation of individual companies—an approach defined as the Cut and Paste method, which arises in a much less organized or predictable manner, developing out of the idiosyncrasies of the particular workplace culture. The chapter compares Rosie’s with the Hungry Cowboy in order to scrutinize the attendant advantages and limitations of each management approach.Less
This chapter addresses the question of how the social interactions necessary to food service in restaurants can be trained and managed. Interviews were conducted with managers from eight restaurants that compete with the Hungry Cowboy. These included chain restaurants and independent restaurants. Chain restaurants and independent restaurants had different patterns of training and hiring and management philosophies. Chain restaurants tend to use routinized scripts, themed packaging, and carefully defined training practices—an approach referred to as Total Quality Service, which attempts to predict all possible situations and lay out rules prescribing appropriate behavior. In contrast, independent restaurants tend to rely on specialized systems of management that grow out of the operation of individual companies—an approach defined as the Cut and Paste method, which arises in a much less organized or predictable manner, developing out of the idiosyncrasies of the particular workplace culture. The chapter compares Rosie’s with the Hungry Cowboy in order to scrutinize the attendant advantages and limitations of each management approach.
Karla A. Erickson
- Published in print:
- 2009
- Published Online:
- March 2014
- ISBN:
- 9781604732061
- eISBN:
- 9781604733464
- Item type:
- book
- Publisher:
- University Press of Mississippi
- DOI:
- 10.14325/mississippi/9781604732061.001.0001
- Subject:
- Sociology, Occupations, Professions, and Work
At a Tex-Mex restaurant in a Minneapolis suburb, customers send Christmas and Hanukkah cards to the restaurant, bring in home-baked treats for the staff, and attend the annual employee party. One ...
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At a Tex-Mex restaurant in a Minneapolis suburb, customers send Christmas and Hanukkah cards to the restaurant, bring in home-baked treats for the staff, and attend the annual employee party. One customer even posts in the entryway a sign commemorating the life of his dog. Diners and servers alike use the Hungry Cowboy as a place to gather, celebrate, relax, and even mourn. Moments such as these fascinate the author of this book, who worked for the restaurant. Weaving together narratives from servers, customers, and managers, the book explores a type of service work that is deeply embedded in personal relationships and community. Feelings, play, and emotions are inseparable from the market transactions within the restaurant. Based on extensive interviews and two years of working as a waitress, the book provides insights into the ways that people make contact in our society and how they build on the fleeting connections in the service exchange to form more intimate relationships.Less
At a Tex-Mex restaurant in a Minneapolis suburb, customers send Christmas and Hanukkah cards to the restaurant, bring in home-baked treats for the staff, and attend the annual employee party. One customer even posts in the entryway a sign commemorating the life of his dog. Diners and servers alike use the Hungry Cowboy as a place to gather, celebrate, relax, and even mourn. Moments such as these fascinate the author of this book, who worked for the restaurant. Weaving together narratives from servers, customers, and managers, the book explores a type of service work that is deeply embedded in personal relationships and community. Feelings, play, and emotions are inseparable from the market transactions within the restaurant. Based on extensive interviews and two years of working as a waitress, the book provides insights into the ways that people make contact in our society and how they build on the fleeting connections in the service exchange to form more intimate relationships.
