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The Smile Strike

In: Organizational Misbehaviour in the Workplace

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  • Jan Ch. Karlsson

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.

Suggested Citation

  • Jan Ch. Karlsson, 2012. "The Smile Strike," Palgrave Macmillan Books, in: Organizational Misbehaviour in the Workplace, chapter 68, pages 148-148, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-35463-0_68
    DOI: 10.1057/9780230354630_68
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