An ICMS has stable elements that aid the entire conflict management process.
Specialty baristas must juggle quality of product and efficiency of production with high-quality guest experience throughout their workday.
To achieve service excellence, it is necessary to provide the barista team with structural support for emotional labor and perception management to maintain the long-term emotional regulation required by their role.
Barista leaders must work to construct a culture that makes everyone feel effective, authentic members of a team.
Managers can increase motivation among the barista team by helping to shape a meaningful experience from the work they all do together.
It is important to have competent and autonomous baristas who feel secure in addressing tensions and conflicts between guests, themselves, and their managers.