New Dimensions of Emotional Work: A Case Study of the Smile Counter

This presentation examines the "Smile Counter," a device developed by the Polish company Quantum to measure employee smiles for enhancing customer service. Positioned within the frameworks of emotional labor and digital Taylorism, the Smile Counter exemplifies how technology can influence workplace dynamics by promoting specific emotional expressions among employees. Functioning as an "affect detection system," it tracks facial expressions to incentivize smiling, thereby fostering a more positive atmosphere for customers.

Through an analysis of various online sources, this study critiques the techno-optimistic beliefs of the device's creators, who assert its potential to improve workplace morale, productivity, and overall employee satisfaction. However, these perspectives face significant public skepticism regarding emotional surveillance and its ethical implications. The expressed critique focuses on the risk that such technologies play a role in commodifying genuine emotions and undermining personal dignity in professional environments.

In this presentation, I explore the tension between embracing technological advancements and critiquing their impact on worker autonomy and psychological well-being. By analyzing the marketing narratives surrounding the Smile Counter and the broader discourse on artificial intelligence in management, I emphasize the necessity for critical ethical reflection on the deployment of such technologies in the workplace.

Ultimately, this discussion aims to illuminate how digital tools can fundamentally reshape emotional labor and influence employee experiences in contemporary organizational contexts. The original article, providing an in-depth analysis of these themes, is accepted for publication in Miscellanea Anthropologica et Sociologica. By engaging with these critical issues, I seek to foster a nuanced understanding of the intersection between technology, emotions, and labor in the modern workplace.