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Guest speech by representatives of McDonald's as part of our master course "Advanced Services Marketing"


On December 20, 2017 representatives of McDonald's gave a guest lecture at our master course "Advanced Services Marketing" about a joint research project with Prof. Paul on emotional labor and the success of implementing its results. During their talk they reported on the initiative "Augenblick mal”, which was inspired and launched by the results of this cooperation. As part of this initiative, a six-value system was implemented in all German McDonald's restaurants with the aim of improving employee emotional display. The result was an improvement in service quality, a reduction of complaints, and an increase in sales.

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message of 27.12.2017