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Frontstage Dramaturgy, Backstage Drama: An Ethnographic Study Of The Provision Of Hotel Accommodation, Maziar Raz

Electronic Thesis and Dissertation Repository

The provision of service is a growing focus of scholars in the fields of management and organization studies. Yet research in this area continues to reflect the tenets of Weberian bureaucracy with the predominant conceptualization of the provision of service as a “production system” in which customers and the organization’s resources are inputs, and services are the outputs of the organization. Accordingly, the organizing work of managers is conceived as activities that protect the “production system” from input uncertainties and external influences. What is overlooked in this perspective, however, is the dynamic tension between the organizing work of managers and …