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The main flaw in the NSM was their use of the satisfaction mirror. This stated that the interests of the frontline worker were the same as the customer. This was conceptually flawed as research showed that employees want more pay and better working conditions and customers are looking for lower prices. Korczynski also looked in great depth at the McDonaldisation idea of service-work. Although retail-work does have the three dimensions of McDonaldisation these being efficiency, calculability and predictability its place as being totally rationalised was not seen in all organisations. This can be proven in my example of a supermarket where an employee is expected to follow protocol but use their experience and expertise to solve problems without having to get a supervisor...
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