Pret A Manger is a London based chain of cafés and sandwich shops known for their extremely friendly workers who take “service with a smile” to a new level. Employees are screened and selected for the positive-oriented personalities and trained to provide their customers with highly positive and friendly service. Management even sends “mystery shoppers” which are members of the corporate office go under cover as normal customers and enter one of the cafés. These mystery shoppers rate and evaluate the performance of the workers without the workers knowing it.
Pret A Manger’s approach has brought them success as they are now rapidly expanded from London into New York, Washington, DC, and Chicago. However, their emphasis on their workings presenting a positive and friendly attitude at all times which is enforced by visits from “mystery shoppers” has been criticized as an extreme form of emotional labor
Review the concepts of emotional labor and emotional intelligence, and then do some research on Pret A Manger’s management of emotional labor. Here are a few articles to get you started:
Noah, T. (2013). Labor of love. New Republic, 244(1), 18. [Academic Source Complete – EBSCOHOST]
Clifford, S. (Aug. 7, 2011). Would you like a smile with that? New York Times. [ProQuest]
Goodman, M. (Mar. 6, 2011). Smile, it will pay for everyone. Sunday Times.[ProQuest]
When you have finished reviewing the background materials and finished your research on Pret A Manger, write a 3- to 4-page paper addressing the following issues:
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