I found this article about a sandwich shop chain that is very interesting and relates a lot to what we have been learning in class. Contrary to the usual unfriendly, hurried service received in many city shops, Pret a Manger, provides quick service in a welcoming and pleasant way that also keeps employees happy. The author of the article spent time in a London shop to gain some insight to their managerial practices. Here are two of the things I found most relevant:
The company uses techniques such as rewarding and offering bonuses for especially good positive behavior. Like in the Tsai article we read in class, this contributes to creating a high physiological climate for service friendliness. By producing this environment, employees will be more likely to willingly practice positive emotional labor methods.
The company advises employees to not hide their true character with customers. We have discussed how practicing emotional labor and having to regulate emotions can lead to stress, but being able to act true to your own personality would relieve some strain. Although employees are still encouraged to act positively, knowing you are not seen as a robot is reassuring.
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