Kidder, Jeffrey L.
M.A. (Master of Arts)
Department of Sociology
How do bouncers and bartenders utilize interpersonal management scripts to handle routinely encountered trouble customers? My study addresses this question and shows how bar staff remedy trouble behaviors without use of force, as well as demonstrates that bartenders play just as pivotal a role in managing those behaviors as bouncers. The data from in-depth interviewing was analyzed through a framework of trouble sociology and the dramaturgical perspective. Interviews were digitally recorded, transcribed, and coded into thematic categories based on frameworks and emergent themes. From the data, bar staff identified three major types of trouble customers (entitled, inebriated, creepy) and described four major types of scripted responses (hospitality, guilting, authoritative, avoidance) they employ to handle them. The results of my study represent an attempt to merge the literature of trouble with a literature of scripts and explores the contextual use of such scripts by bouncers and bartenders. Additionally, my findings provide greater nuance and detail for a more holistic understanding of the use of interpersonal management processes.
Cusumano, Anthony Paul, "On the Verge of Violence: How Bar Staff Manage Trouble Customers" (2020). Graduate Research Theses & Dissertations. 6955.
Northern Illinois University
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