Years ago sociologist Arlie Hochschild identified the core component of the emerging service economy by correctly noting that most people in this kind of economy are engaged in what she called “emotional labor.” That is, they are in the business of producing a particular feeling or experience for people. Often, this takes the form of hospitality (think, table servers at restaurant or the incessant “My Pleasure” response to any request at Chik-fil-A.) or happiness (think: Disney theme park workers) or some other desired state.
We lose Voiceover Guy to the power of espresso, Josh throws us back to the 1800s...oops, no...1700s, 18th century, and has a great idea for the Girl Scouts, Megan gets excited about data more than once, and we play a game. Megan wins. Additional Info: There is an algorithm that tells you what letters are REALLY saying when CEOs leave https://www.wsj.com/articles/did-the-ceo-actually-get-fired-theres-a-decoder-for-that-1502645422?mod=e2tw NutriSystems is using data to improve the customer experience https://www.wsj.com/articles/behind-the-turnaround-at-nutrisystem-1502461461?mod=e2tw The Gig economy looks a lot like a phenomenon we've seen before http://www.bbc.com/capital/story/20170918-how-the-gig-economy-creates-job-insecurity