Requiring employees to smile at customers may backfire because US researchers say fake smiling worsens mood and affects productivity.
要求員工微笑服務可能適得其反，因為美國研究者稱強顏歡笑會進一步破壞員工心情，從而影響工作。
Brent Scott, assistant professor of management at Michigan State University, and former MSU doctoral student Christopher Barnes, studied a group of city bus drivers during a two-week period. They examined the effects of fake smiling and deep acting, or cultivating positive emotions by recalling pleasant memories.
密歇根大學的管理學副教授布倫特 斯科特和前明尼蘇達大學博士生克裏斯托弗 巴恩斯對一組城市公交司機進行了為期兩周的研究，以檢驗強顏歡笑，真誠微笑，和回憶快樂往昔、培養積極情緒這幾種情緒處理方式的效果。
"Employers may think that simply getting their employees to smile is good for the organization, but that's not necessarily the case," Scott says in a statement. "Smiling for the sake of smiling can lead to emotional exhaustion and withdrawal, and that's bad for the organization."
The researchers found the findings were stronger for the female bus drivers.
斯科特在一份聲明中稱：“僱主往往以為讓員工微笑對組織大有裨益，事實卻並非如此。為微笑而微笑只能讓人疲憊、孤僻，于組織並無益處。”研究者發現尤其適用於女性公交司機。
"Women were harmed more by surface acting, meaning their mood worsened even more than the men and they withdrew more from work," Scott says. "But they were helped more by deep acting, meaning their mood improved more and they withdrew less."
斯科特說：“表面文章讓女性更受傷害，心情的受影響程度比男性更甚，而且更怠工。但是學習真誠的微笑，她們的情緒恢復比男性更好，也能更積極工作。”
Deep acting may help improve mood in the short-term, but Scott says it has been suggested that if people do this over a long period they start to feel inauthentic.
然而真誠微笑在短期可能改善情緒，但斯科特說若長期如此則可能開始自我懷疑笑容的真實性。
The findings are published in the Academy of Management Journal.
這項發現發表在《管理學院》期刊上。