Following a survey that revealed that the customers in its most popular branches commented on the fact

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Following a survey that revealed that the customers in its most popular branches commented on the fact that serving staff were always ‘happy and smiling’, a chain of quick-service (fast-food)

restaurants issued a manual of ‘staff behaviours’

that set out how its staff should, and should not, behave towards customers. However, a campaign on social media attacked this as ‘sinister’, with some describing the manual as reflecting ‘a dystopian regime of surveillance and assessment’. What do you see as the benefits (if any) and drawbacks of issuing a manual of this type?

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Service Operations Management

ISBN: 978-1292064468

5th Edition

Authors: Robert Johnston ,Michael Shulver ,Nigel Slack ,Graham Clark

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