Week 7

Question 0

Describe total quality management:

Answer 0

Quality revolution in the 80s

Based upon Japanese success

Zero defects and no wastage

Continuous improvement

Question 1

What is contemporary management theory?

Answer 1

assumes that organizations are in a new era of technology, society, economics and politics

Began in 1970

Question 2

What does Korczynski’s article ‘Comminities of Coping: Collectice Emotional Labour in service work’ talk about?

Answer 2

How working in teams can help deal with the negative consequences of emotional labour

Question 3

Define emotional labour…

Answer 3

A set of emotions to be displayed by service workers to increase customer satisfaction

Empathy and pleasures that service workers gain from customer set context for pain when confronted with abusive customers

Question 4

What does Korczynski’s article ‘Comminities of Coping: Collectice Emotional Labour in service work’ talk about?

Answer 4

How working in teams can help deal with the negative consequences of emotional labour

Question 5

Define emotional labour…

Answer 5

A set of emotions to be displayed by service workers to increase customer satisfaction

Empathy and pleasures that service workers gain from customer set context for pain when confronted with abusive customers