When the show must go on: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery

• 成果类型: Article
• 署名作者: Grandey, AA
• 署名单位: Pennsylvania Commonwealth System of Higher Education (PCSHE); Pennsylvania State University; Pennsylvania State University - University Park
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/30040678
• 发表日期: 2003
• 页码: 86-96
• 关键词: consequences; LABOR; work; satisfaction; expression; SMILE; MODEL

摘要

Affective delivery, or expressing positive emotions in service interactions, helps satisfy customers. But employees cannot always feel positive and, to avoid breaking display rules, may act. Surface acting (modifying facial expressions) and deep acting (modifying inner feelings) were tested as predictors of stress and of coworker-rated affective delivery. Consistent with a dramaturgical perspective, affective delivery ratings were negatively related to surface acting but positively related to deep acting. Surface acting, but not deep acting, was related to stress.