Service Workers As Robin Leidner's Discussion Chapter

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Dealers are required according to casino policy to make customers feel relaxed and at ease, and to help put them in the same spending/gambling mood that all of the other elements of the decor and operation are meant to create, as well (Sallaz, 2002). In order to do this, the casino employs primarily young female dealers and encourages them to happily chat with the players regardless of how the action is going or how much tipping occurs (Sallaz, 2002). In reality, things don't actually operate quite this way, with dealers clearly motivated to act differently depending on how the tipping is going -- motivated by their own gain rather than by the casinos -- but this highlights a problem with the setup of the employer/employee relationship, and does not question the basic premise of the idealized relationship between the service worker and the consumer in terms of emotional work (Sallaz, 2002).

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Persoanl experience with service workers paints a different story altogether. In industries where tips are expected, service workers do not generally appear motivated to engage in emotional work either to earn those tips or to promote better affinity for the business, but still expect them as a necessary outcome of simple task performance. In other establishments, such as McDonald's, customers often appear to be completely interchangeable automatons if not nuisances to many service workers......

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