HISTORY 100AC Lecture Notes - Lecture 11: George Pullman, Mystery Shopping, Rein
Document Summary
They had to maintain cheerful demeanors @ all times. George pullman -- largest single employer of african american men in the late-nineteenth century. Porters were disciplined or fired for the following: Displayed bad temper: department store clerks. Sale girls would engage in said emotional labour: streetcar conductors. Streetcars were [initially] not known for their reliability / customer service. Companies forced to be courteous to the public (or suffer the consequences) You must treat people courteously, no matter how they treat you. *** . he also invited people towards constructive criticism *** To emotionally constrain themselves: electricity clerks and telephone operators. Mcadoo"s success executives in electricity and telephone industries adopted his ideas. Emotional labour becomes a major business strategy of corporate monopolies. Feb. 1924 -- 31,000 electricity workers were enrolled in the courtesy service club . Executives created clubs, training materials, mock customer service dramas, and smile contests. Bell telephone trained operators to speak w. a voice with a smile .
