Year of Graduation
Emotional Labour and Organizational Culture in Fast Food restaurants (in the case of McDonald’s in Moscow)
A large number of organizations and companies which specialize in service sector are content to the customer's attention. One of such organization is the McDonald's. In the modern market relations, where there is a mutually beneficial exchange between the seller and the buyer, there is a more subtle exchange – it is the exchange of emotions. According to A. Hochschild (the founder of the concept of emotional labor), "emotional labor - is the management of emotions by the employee in order to achieve good results at work and to obtain the monetary rewards”. Organizational culture of McDonald’s assumes the performance of emotional labor by workers. The purpose of our research is to find out the consequences (positive or negative) of the performance of emotional labor on McDonald's employees. For this reason, semi-structured interviews and non-participant observation were conducted. From these results it may be stated that the production of the "right" emotions positively affects both the employee and the efficiency of the organization of McDonald's.