Abstract
Hospitality workers, such as flight attendants and waiters, are expected to be courteous, friendly, and polite all the time. Training and managing their own feelings is part of the job. For many, people's true feelings differ from those shown to the outside world, thus prompting them to "put a mask on" throughout their working hours. This practice is called surface acting, which is as essential to this investigation as deep acting. In this context, this study's results were thought-provoking since a statistically significant positive correlation between deep acting and performance was found, while the surface acting–performance relationship was negative. These findings may serve as a warning signal for employers who are expected to keep their employees' mental well-being intact at work.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
