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Direct linkChi, Nai-Wen; Grandey, Alicia A.; Diamond, Jennifer A.; Krimmel, Kathleen Royer – Journal of Applied Psychology, 2011
Surface acting and deep acting with customers are strategies for service performance, but evidence for their effectiveness is limited and mixed. We propose that deep acting is an effective strategy for most employees, whereas surface acting's effect on performance effectiveness depends on employee extraversion. In Study 1, restaurant servers who…
Descriptors: Emotional Response, Program Effectiveness, Employees, Extraversion Introversion
