Ska pyramiderna rivas?: en studie om mikromakt

Sammanfattning: It has been demonstrated in this study how people working in frontline jobs in service organizations are exercising “micro power”. The use of “micro power” is defined as “to in ones professional role, without objectively defensible reasons, impose sanctions on a customer”. The interviewees are explaining their use of “micro power” with mood, working conditions, and customers’ behavior. Potential explanations as to who uses “micro power” are: Job dedication, level of education, ability to take own initiatives at work and satisfaction with employers’ efforts to optimize working conditions. Throughout the study two contrasting perspectives/models have been used as points of reference, in order to determine under which conditions the use of “micro power” is more frequent. The two are Jan Carlzon’s view presented in his book “Moments of Truth” and the other is the “McDonalidization” paradigm presented by George Ritzer in his book “The McDonaldization Thesis”. It has not been possible to unambiguously demonstrate which of Carlzon’s and Ritzer’s models that have most impact on the use of “micro power”. However, tendencies have been observed; Carlzon’s model evokes more frequent use, since increased freedom of action as well as holders of executive positions are explaining parameters for the use of “micro power”.