Is your restaurant server’s smile genuine?

3 septiembre 2014

New research really makes one think about the old adage service with a smile as it examines counterproductive work behavior (CWB) by restaurant workers towards customers they serve. CWB refers to “volitional acts by employees that harm or intend to harm organizations and their stakeholders,” according to the study. It is often considered a form of behavioral strain that may be used to cope with or express negative emotions, or it may be used to directly address the source of the problem.