Tag Archives | service industry

Supermarket Giant Uses Wristband Trackers To Monitor Employees’ Every Move

If other corporations follow the example of British mega-chain Tesco, the future of working retail will become increasingly similar to being imprisoned. Via Technoccult:

The former Tesco employee said the device provided an order to collect from the warehouse and a set amount of time to complete it. If workers met that target, they were awarded a 100 per cent score, but that would rise to 200 per cent if they worked twice as quickly. The score would fall if they did not meet the target.

If, however, workers did not log a break when they went to the toilet, the score would be “surprisingly lower”, according to the former staff member, who worked in an Irish branch of Tesco. He said the devices put staff under huge pressure and many of his colleagues using them in Ireland were eastern Europeans, with limited English. Tesco confirmed that the devices were also in use across its UK stores.

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Emotional Labor In The Happiest Place On Earth

BPS Occupational Digest discusses the model pioneered by Disney of what is termed “emotional labor” — the mandatory extreme cheeriness and masterful mood control which has become a widespread part of service industry work:

Walt himself, having observed frowns and negativity on tours of the grounds, insisted on Disney University, a mandatory training process for every employee, that more than anything else is an extended emotion regulation regime…trainees are taken through methods of managing facial and voice cues to maintain a happy, relaxed, and accessible approach. This is effectively a masterclass in surface acting.

However, research suggests that Disney employees actively involved in surface acting are more likely to experience emotional exhaustion. This accords with broader evidence that surface acting is hard work. Other research indicates that buttoning back anger is the hardest thing to do for Disney employees, and having to keep doing so is a major driver of emotional exhaustion.

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