Routines in Context: How Consistency in Routine Performances Affects Error Generation
Scott F. Turner, Viólina Rindova · Academy of Management Proceedings · 2012
This study examines the impact of consistency in routine performances on error generation in a services setting. Our core arguments draw from two traditions of routines research: the capabilities perspective and the practice perspective. We argue that the recurring nature of interactions in a routine results in exchanges among actors coalescing around common times, which shapes the ostensive patterns of employees and provides customers with an opportunity to establish co-organized ostensive patterns; these ostensive patterns of employees and customers guide their subsequent performances of the routine. As a result, greater consistency in the timing of a routine performance reduces the incidence of errors because it reduces the potential for conflict and exchange problems among employees and their customers. We argue that this effect will be weaker (i.e., less negative) when there is change in contextual conditions, and stronger (i.e., more negative) when there is greater consistency in the timing of past routine performances. We test our hypotheses in the context of municipal garbage collection for one of the largest cities in the United States, finding evidence that is broadly consistent with our arguments.