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Queues: tensions between institution and organization
Stockholm University, Faculty of Social Sciences, Stockholm Centre for Organizational Research (SCORE). Stockholm University, Faculty of Social Sciences, Department of Sociology.
Stockholm University, Faculty of Social Sciences, Stockholm Centre for Organizational Research (SCORE). Stockholm University, Faculty of Social Sciences, Department of Sociology.
2019 (English)In: Organization outside organizations: The abundance of partial organization in social life / [ed] Göran Ahrne, Nils Brunsson, Cambridge, UK: Cambridge University Press, 2019, p. 177-188Chapter in book (Refereed)
Abstract [en]

The formation of queues is an institution: it is created and managed largely by the emergent norms of those in the queue. Research on queues has demonstrated that it is more and more common for organizations to intervene in the ordering of queues. In this chapter we investigate why and how queues are organized and the tensions that arise when a strong institution becomes the subject of partial organization. As an institution, the idea of how to form a queue has strong legitimacy resting on commonly accepted values of equality and fairness. The fact that a queue is organized with one or several organizational elements does not necessarily mean that the queue as an institution is replaced by organization; on the contrary, organizational decisions may support the queue as an institution. In other cases, however, organization is a challenge to the legitimacy of the queue; instead it is the organization that uses its power to further its own interest in selecting the preferred customers from a larger number of people standing in a line. When an organization decides the order in which people are admitted, little remains of the institution of the queue.

Place, publisher, year, edition, pages
Cambridge, UK: Cambridge University Press, 2019. p. 177-188
Keywords [en]
queues, seriality, institution, organization, monitoring, rules, norms, hierarchy, decisions
National Category
Sociology
Research subject
Sociology
Identifiers
URN: urn:nbn:se:su:diva-177005DOI: 10.1017/9781108604994.008ISBN: 9781108474986 (print)ISBN: 9781108604994 (electronic)OAI: oai:DiVA.org:su-177005DiVA, id: diva2:1377630
Available from: 2019-12-12 Created: 2019-12-12 Last updated: 2019-12-18Bibliographically approved

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Ahrne, GöranRoumbanis, Lambros
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