顾主通常认为让职工笑容对机构大有益处，客观事实却并不是这样。为笑容而笑容只有令人疲倦、内向，于机构并无利处。
Requiring employees to smile at customers may backfire because US researchers say fake smiling worsens mood and affects productivity。
规定职工优质服务很有可能得不偿失，由于英国学者称假装开心会进一步毁坏职工情绪，进而危害工作中。
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。
密歇根大学的企业管理学副教授职称布伦特原油 斯金斯和前明尼苏达高校博士研究生克里斯托弗 巴恩斯对一组大城市公交车司机开展了历时两个星期的科学研究，以检测假装开心，真心实意笑容，和追忆开心往日、塑造积极心态这几类情绪处理方法的实际效果。
"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。
斯金斯在一份申明中称：“顾主通常认为让职工笑容对机构大有益处，客观事实却并不是这样。为笑容而笑容只有令人疲倦、内向，于机构并无利处。”学者发觉特别是在适用女士公交车司机。
"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."
斯金斯说：“表面文章让女士更受伤，情绪的受影响水平比男士更甚，并且更擅自离岗。可是学习培训真心实意的笑容，他们的心态修复比男士更强，也可以更积极主动工作中。”
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。
殊不知真心实意笑容在短期内很有可能改进心态，但斯金斯说若长期性这般则很有可能逐渐消极悲观微笑的真实有效。
The findings are published in the Academy of Management Journal。
Requiring employees to smile at customers may backfire because US researchers say fake smiling worsens mood and affects productivity。
规定职工优质服务很有可能得不偿失，由于英国学者称假装开心会进一步毁坏职工情绪，进而危害工作中。
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。
密歇根大学的企业管理学副教授职称布伦特原油 斯金斯和前明尼苏达高校博士研究生克里斯托弗 巴恩斯对一组大城市公交车司机开展了历时两个星期的科学研究，以检测假装开心，真心实意笑容，和追忆开心往日、塑造积极心态这几类情绪处理方法的实际效果。
"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。
斯金斯在一份申明中称：“顾主通常认为让职工笑容对机构大有益处，客观事实却并不是这样。为笑容而笑容只有令人疲倦、内向，于机构并无利处。”学者发觉特别是在适用女士公交车司机。
"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."
斯金斯说：“表面文章让女士更受伤，情绪的受影响水平比男士更甚，并且更擅自离岗。可是学习培训真心实意的笑容，他们的心态修复比男士更强，也可以更积极主动工作中。”
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。
殊不知真心实意笑容在短期内很有可能改进心态，但斯金斯说若长期性这般则很有可能逐渐消极悲观微笑的真实有效。
The findings are published in the Academy of Management Journal。
此项发觉发布在《管理学院》刊物上。
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