Matching Up: Producing Proximal Service in a Los Angeles Restaurant

Abstract

In high-end interactive service work settings, asymmetries between workers and customers are typically reflected in the service interaction. Workers must carefully control their emotional and aesthetic displays towards customers by relying on protocol provided by management. Customers, in turn, need not reciprocate such acts. By contrast, this paper theorizes service interactions that, paradoxically, aim to narrow the social distance between those on either side of the counter. Drawing on ethnographic data from a higher-end Los Angeles restaurant, I introduce the concept of proximal service as performed relationships in which server and served engage in peer-like interactions in a commercial setting. I show how management structures this drama through hiring, training, and shopfloor policies, all of which encourage select workers to approach customers using informal, flexible, and peer-like performances. I close by discussing how a branded experience of service amongst equals relates to symbolic exclusion and social inequality, and suggest that proximal service may be on the rise within upscale, urban service establishments seeking to offer a more “authentic” consumption experience.

Citation

Wilson, E. (2016), "Matching Up: Producing Proximal Service in a Los Angeles Restaurant", Research in the Sociology of Work (Research in the Sociology of Work, Vol. 29), Emerald Group Publishing Limited, Leeds, pp. 99-124. https://doi.org/10.1108/S0277-283320160000029015