'Maxing out' and 'getting deeked': Formal and informal work organizations among rental car agents in Seattle, Washington.

摘要

Sociologists have long been interested in understanding how people work, especially the relationship between employees and employers. Historically, industrial sociologists devoted considerable attention to incentive systems, examining them as a mechanism used to regulate employee production as part of the manufacturing process. However, as the economy shifted away from manufacturing toward service work, sociologists seemed to similarly shift their interests away from incentive systems, instead focusing on issues like the interactive nature of service work, and the consequences of emotional labor, Using in-depth participant observation methods at a medium sized rental car company in Seattle, Washington, this study examines the use of incentive systems in a service sector industry. The data collected demonstrate the attempts by management to create formal work organizations centered around a commission system, and the informal organizations that arise among employees as they try to beat the incentive system.