ORGANIZATIONAL ROUTINES AS GRAMMARS OF ACTION

This paper explores the sequential structure of work processes in a ta sk unit whose work involves high numbers of exceptions, low analyzabil ity of search, frequent interruptions, and extensive delibration and t hat cannot be characterized as routine under any traditional definitio n. Yet a detailed analysis of the sequential pattern of action in a sa mple of 168 service interactions reveals that most interactions follow a repetitive, functionally similar pattern. This apparent contradicti on presents a challenge to our theoretical understanding of routines: How can apparently nonroutine work display such a high degree of regul arity? To answer this question, we propose a new definition of organiz ational routines as a set of functionally similar patterns and illustr ate a new methodology for studying the sequential structure of work pr ocesses using rule-based grammatical models. This approach to organiza tional routines juxtaposes the structural features of the organization against the reflective agency of organizational members. Members enac t specific performances from among a constrained, but potentially larg e set of possibilities that can be described by a grammer, giving rise to the regular patterns of action we label routines.