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首页> 外文期刊>Journal of Applied Psychology >Turning Frowns (and Smiles) Upside Down: A Multilevel Examination of Surface Acting Positive and Negative Emotions on Well-Being
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Turning Frowns (and Smiles) Upside Down: A Multilevel Examination of Surface Acting Positive and Negative Emotions on Well-Being

机译：转动皱眉（和微笑）颠倒：对表面的多级别检查作用积极和负面情绪

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摘要

The consensus in the emotional labor literature is that surface acting is "bad" for employees. However, the evidence on which this consensus is based has been derived from contexts emphasizing the display of positive emotions, such as customer service. Despite the acknowledgment that many contexts also require the display of negative emotions, scholarly work has proceeded under the assumption that surface acting is harmful regardless of the valence of the emotion being displayed. In this study, we take a hedonic approach to well-being and challenge the consensus that surface acting is bad for employees by examining its effects on changes in emotional exhaustion and job satisfaction, through changes in positive and negative affect, for both positive and negative emotional displays. Using a within-person approach, we focus on managers, whose occupation calls for displays of both positive and negative emotions. Our 3-week, experience-sampling study of 79 managers revealed that faking positive emotions decreases positive affect, which harms well-being more than authentically displaying such emotions. In contrast and counter to what the extant literature would suggest, faking negative emotions decreases negative affect and increases positive affect, which benefits well-being more than authentically displaying such emotions. We further integrate construal level theory with hedonic approaches of emotion to identify trait construal level as an important boundary condition to explain for whom surface acting is harmful versus beneficial.
机译：情绪劳动文献中的共识是，表面行为对员工来说是“不好的”。然而，这一共识所依据的证据来自强调展示积极情绪的环境，例如客户服务。尽管承认许多环境也需要表现消极情绪，但学术工作的前提是，表面行为是有害的，不管所表现的情绪有多大。在这项研究中，我们对幸福感采取了一种享乐的方法，并通过正面和负面情绪的变化来研究表面行为对情绪衰竭和工作满意度的影响，从而挑战表面行为对员工不利的共识，无论是正面还是负面情绪表现。我们采用人内方法，关注管理者，他们的职业要求展示积极和消极的情绪。我们对79名管理者进行了为期3周的经验抽样研究，结果显示，假装积极情绪会减少积极情绪，这比真实地表现这种情绪对幸福的危害更大。与现存文献所建议的相反，假装负面情绪会减少负面情绪，增加正面情绪，这比真实地表现这种情绪更有利于幸福感。我们进一步将识解水平理论与情感的享乐方法相结合，以确定特质识解水平作为一个重要的边界条件，来解释表面行为对谁有害或有益。

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