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首页> 外文期刊>Journal of Applied Psychology >Virtual Surface Acting in Workplace Interactions: Choosing the Best Technology to Fit the Task
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Virtual Surface Acting in Workplace Interactions: Choosing the Best Technology to Fit the Task

机译：在工作场所互动中的虚拟表面：选择最佳技术以适应任务

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The coronavirus disease 2019 has suddenly hastened the ongoing transition to virtual work. The associated hardships during these times have highlighted the importance of being emotionally authentic, despite the potential difficulties of doing so at a distance. Even in normal times, a common requirement of workers is that they are expected to display certain emotions to customers, team-mates, and supervisors, regardless of how they are actually feeling (e.g., "service with a smile"). However, the risks of being perceived as surface acting-displaying inauthentic emotions even when required by the job-can be severe, as people react negatively to those who are perceived as inauthentic. Utilizing 2 experiments and a matched parent-teacher survey of international schools in Vietnam, I examine the interpersonal consequences of communication media choice on perceptions of emotional inauthenticity. I find that there are opposing mechanisms in this process: Less rich communication media (e.g., e-mail) are beneficial for masking emotional leakage, yet richer communication media (e.g., face-to-face) are perceived to be a more authentic means of expressing emotion. In line with these mechanisms, for those communicating authentic emotion (i.e., when cue leakage is not relevant), I find richer media to be optimal. Alternatively, for surface actors, across longer-term relationships, I find medium richness communication media are optimal: Using telephone/audio results in improved interactional outcomes for surface actors because this mode masks nonverbal leakage better than face-to-face/video interactions, yet appears higher effort (and thus more authentic) than messages received via e-mail.
机译：2019年的冠状病毒病突然加速了向虚拟工作的过渡。在这段时间里，伴随而来的困难凸显了情感真实的重要性，尽管在远处这样做可能会有困难。即使在正常情况下，员工的一个共同要求是，无论他们的实际感受如何（例如，“微笑服务”），他们都应该向客户、队友和主管展示特定的情绪。然而，由于人们对那些被认为是不真实的人做出负面反应，即使在工作需要的时候，被认为是表面文章、表现出不真实情绪的风险也可能非常严重。利用两个实验和一项匹配的越南国际学校家长教师调查，我检验了传播媒体选择对情感不真实感的人际影响。我发现在这个过程中有相反的机制：不太丰富的沟通媒体（如电子邮件）有助于掩盖情感泄露，但更丰富的沟通媒体（如面对面）被认为是更真实的表达情感的方式。根据这些机制，对于那些传达真实情感的人（即，当线索泄漏不相关时），我发现更丰富的媒体是最佳选择。或者，对于表面演员来说，在长期关系中，我发现中等丰富度的沟通媒体是最佳的：使用电话/音频可以改善表面演员的互动效果，因为这种模式比面对面/视频互动更好地掩盖非语言泄漏，但似乎比通过电子邮件收到的信息更努力（因此更真实）。

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