Yesterday I came across this article and noticed that service with a smile went to the leeway in this case. Reading through the article I thought of a few things that relate to EL and our class in general. Keep these in mind as you read:
- Could an increased sense of autonomy for employees negatively effect customers?
- Are employees less likely to "act" friendly toward certain groups of people (in this instance a gay couple)?
- Does a manager showing negative displays and behavior express to employees that such displays are okay?
http://www.hollywoodreporter.com/news/united-airlines-faggot-billy-canu-266707
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