The Smile Strike

Jan Ch. Karlsson

Chapter 68 in Organizational Misbehaviour in the Workplace, 2012, pp 148-148 from Palgrave Macmillan

Abstract: Abstract The hotel manager wanted to engage ‘shoppers’, but she met with opposition from the desk clerks. Shoppers are secretly employed by management to pose as customers, clients, passengers, policyholders and so on. Their task is to pass on information to management about the quality of service given by the employees. Generally, service employees regard this as spying and an unfair, dignity-threatening type of quality control. So did the hotel clerks.

Date: 2012
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DOI: 10.1057/9780230354630_68

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