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Emotional Labour In The Pret A Manger

2073 Words9 Pages

Introduction In this essay, I will explore the impact of emotional labour within the retail industry with relation to what is portrayed in the Pret a Manger case study. In addition, I will examine the case study and undertake a thorough analysis of the case study, in order to understand whether or not it presents a credible account of how emotional labour is conceptualised. I will end the essay with a conclusion concluding the fundamental aspects of emotional impact I have discussed, and provide my final interpretation or verdict on the case study’s account of emotional labour. What do you think this case tells you about the impact of emotional labour in the retail industry? The Pret a Manger case informs me of the various hidden truths and …show more content…

This is mainly to do with the acting involved in emotional labour which falls under the three types of Surface, Deep and Genuine acting. Each of the types of acting has distinguishable differences which enable us to be able to identify the differences between the two. Both Surface and Deep are so evidently demonstrated by workers whilst performing in their retail industry jobs. In relation to the acting type of Surface acting, workers trick their customers which creates a distraction from what they are really feeling without tricking themselves as workers (Hochschild, 2003). This kind of acting can be carried out by workers through various means and is done for the sake of the …show more content…

This is because many large companies such as Tesco, Enterprise, Sainsbury’s, Primark and Pret A Manger all participate in the culture of Mystery shopping. The concept of mystery shopping encourages staff to be strict with other staff because they want the bonus reward and, therefore, do not want the mystery shopper to be disappointed. The implication of being strictly monitored by fellow staff members can result in their entire self-being taken away from you. Fourthly, the case presents a credible account of emotional labour because it briefly discusses the actual issue of gender, equality and emotional demand which all play significant parts in emotional labour. In accordance with a largely written study, it was concluded that “women are both expected to and do show greater emotional expressiveness than men” (Grandey, 2000; Morris and Feldman, 1996 cited Scott and Barnes,

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