Wrangling Tips: Manipulation in a Momentary Service Exchange

• In Event: 288 - Section on Sociology of Emotions Paper Session. New Directions in the Sociology of Emotion

Abstract

While attempts by service workers to claim control within service exchanges have been well documented, research has paid little attention to the nature of these efforts when they are employed by demographically high status service providers in momentary interactions. Comprised of participant observation of calzone delivery drivers, this study explores interpersonal manipulation in a momentary service exchange. The article first uncovers the nature of the power dynamics and gratuity in the service industry and the common rejoinders of its workers. The discussion then focuses on the techniques employed by a group of calzone delivery drivers aimed at managing customers and their tipping behavior. I explore the ways that the drivers purposively presented selves and sculpted their delivery interactions in order to maximize their gratuities. The paper concludes with an examination of “momentary relationships” where those involved may deviate from the cultural scripts and rules of etiquette that guide protracted interactions.

Author

• Alex Thompson, University of Colorado