LABRST 2C03 Lecture Notes - Lecture 7: Starbucks, Profit Motive, Tim Hortons

• School: McMaster University
• Department: Labour Studies
• Course: LABRST 2C03
• Professor: David Goutor

Document Summary

When you are doing emotional labour you are putting on a show/fa ade. In many jobs this is fundamental from the point of view of the customer and the employer. There are certain manners you project (a lot of physical body language, the way you speak/how you gesture), also about a relationship between you and the customer/client. Speaks of the responsibility you feel to the customer/client and the employer. Part of emotional labour is you are taking on a level of responsibility for how that individual is going to feel (ex. Calming them down, making them feel good, etc) Trying to evoke a response in them, trying to evoke a relationship in that customer. Element of performance in the job, even in everyday mundane interactions. Starbucks, go there because you expect a certain behaviour/manner. For a lot of these companies (especially in private sector) this becomes a part of their brand.