Question

Employees at House of Pancakes pretend that they like their boss even though most of the time they do not. These employees are engaging in which form of emotional labor? Group of answer choices deep acting customization surface acting personalization

Answer 1

Although they frequently don't, House of Pancakes employees pretend to like their employer. These workers are performing emotional labor known as surface acting.

When someone engages in surface acting, they don't truly strive to experience the emotions they want to portray; instead, they fake the necessary feelings. They might put on "false smiles" or other necessary emotional displays that don't accurately represent how they really feel.

You are surface acting if you feel one feeling and try to express a different one. Imagine you have a stressful commute and arrive at work. Even though you're still not in a particularly good mood, you might put on a false smile for a coworker as you get your morning brew.

Learn more about Emotional labor here

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