Surface acting refers to the behavior of employees who present a positive and professional image to customers or clients, even if they are feeling negative or distressed on the inside. This type of behavior is often seen in service-oriented industries, where employees are expected to maintain a friendly and helpful demeanor with customers, regardless of their own personal feelings or circumstances.
There are several reasons why employees may engage in surface acting. One reason is to meet the expectations of their employer or company. Many companies have customer service policies that require employees to be polite, friendly, and helpful to customers at all times, and employees may feel pressure to conform to these expectations in order to maintain their job.
Another reason for surface acting is to protect the reputation of the company. Customers are more likely to have a positive experience with a company if they are treated kindly and efficiently by its employees, and this can lead to increased customer satisfaction and loyalty. In this sense, surface acting can be seen as a way for employees to contribute to the overall success of the company.
However, surface acting can also have negative consequences for both employees and the company. For employees, engaging in surface acting can be emotionally and mentally draining, as it requires them to suppress their own feelings and present a false persona to customers. This can lead to feelings of frustration, resentment, and even burnout.
For the company, surface acting can lead to a disconnect between employees and customers. Customers may feel as though they are being treated insincerely or that the employees are not genuinely interested in helping them. This can lead to decreased customer satisfaction and loyalty, which can ultimately have a negative impact on the company's bottom line.
In conclusion, surface acting is a common behavior among employees in service-oriented industries, but it can have both positive and negative consequences. While it may help employees meet the expectations of their employer and contribute to the overall success of the company, it can also be emotionally and mentally draining for employees and lead to a disconnect between employees and customers. It is important for companies to find ways to support their employees and create a positive work environment that allows them to be authentic and genuine with customers.
Emotional Labor
So that, every company in the hospitality industry requires that their employees while interacting with customers display certain types of emotions such as friendliness, cheerfulness, warmth, enthusiasm and confidence. In Study 1 and our Supplement to Study 1, we find support for the buffering role of challenge appraisals on the relationship between surface acting and depletion at work. We also find support for the mitigating role of supportive spousal interactions on the relationship between depletion at work and perceived inauthenticity at home. When most of the developed countries have shifted their economy from manufacturing to the service industry, the nature of job role requirement has been changed. What role do you think social recognition has in creating positive emotion at work? Emotionally charged events or meetings can tire people out and, over time, undertaking a lot of emotional labor can be draining. Surface acting at work is a topic Sarah Rose Cavanagh, associate professor of psychology at Assumption College, will be discussing at We had the chance to ask Sarah a few questions about how leaders can apply this research in the workplace to build better teams. Based on the theory, employees who are required to perform their emotions according to display rules will experience a lower level of job satisfaction and it does not affected by what types of acting techniques that the employees involved.
Stopping Surface
Employees need to actively strive to invoke thoughts, image, memories or past experience to conjure up the appropriate emotional state and thereafter emotional expression. This type of acting often lacks any real emotion, and can be quickly recognized by an audience as a false display of emotion. Although I had a couple of clinical courses,. A nascent body of literature has begun to examine the detriments of surface acting beyond the workplace, particularly as they spill over into the homelife. However, emotions were ignored in the research of organization behavior in the past.
Emotional Labor: A Simple Summary
Therefore, employees are satisfied with their job when they are perform emotive effort to customers. A balance between these two priorities will yield the most human workplace. . Studying Acting with a huge diverse range of Actors, from famous to unknown Talents. For example, those who works in customer service find that displaying smile and good humor, nurses to show caring and kindness, food serves are called friendliness and cheerfulness may lead to increase customer satisfaction, improve sales immediately, result in increased repeat business and financial success. Emotional Labour in Work with Patients and Clients: Effects and Recommendations for Recovery.
