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When customers complained that employees at Freddy's Fast Stop Stores were unfriendly,Freddy's instituted its Smiling Service program,which required all employees to greet and make eye contact with every customer and always smile and offer help whenever the customer appeared to need any.Mystery shoppers were used extensively to make sure the employees were adhering to the Smiling Service program.In terms of the process for developing service standards,the mystery shoppers were an example of:
Work Environments
The physical and social conditions in which employees perform their jobs, including office layout, culture, and safety.
Person's Feelings
The emotional states or responses that an individual experiences, which can influence their thoughts and behavior.
Emotional Labor
A situation in which a person displays organizationally desired emotions in a job.
Organizationally Desired Emotions
Emotions that an organization encourages its members to display, often to foster a positive image or satisfy relational aspects of work.
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