Scripted talk: from "Welcome to McDonalds" to "Paper or plastic?" employers control the speech of service workers

Now one of the very first requirements for a man who is fit to handle pig iron as a regular occupation is that he shall be so stupid and so phlegmatic that he more nearly resembles in his mental make-up the ox than any other type... He is so stupid that the word "percentage" has no meaning...

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Bibliographic Details
Published inDollars & Sense no. 249; pp. 35 - 37
Main Author Scharf, Adria
Format Newsletter Magazine Article
LanguageEnglish
Published Somerville Economic Affairs Bureau 01.09.2003
Subjects
Business communication
Business enterprises
Business organization and administration
Company business management
Customer service
Efficiency, Administrative
Electronic employee monitoring
Food service
Labor productivity
Labor relations
Management
Service industries workers
Service sector
Services industry workers
Support services
Taylor, Frederick Winslow, 1856-1915
United States
United States
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Summary:Now one of the very first requirements for a man who is fit to handle pig iron as a regular occupation is that he shall be so stupid and so phlegmatic that he more nearly resembles in his mental make-up the ox than any other type... He is so stupid that the word "percentage" has no meaning to him, and he must consequently be trained by a man more intelligent than himself into the habit of working in accordance with the laws of this science before he can be successful.
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ISSN:0012-5245