Surface acting adjusts the visible or audible display while the underlying feeling may remain unchanged. It helps explain why a polished interaction can coexist with strain. Examining display requirements and working conditions is therefore more informative than judging employee well-being from apparent cheerfulness alone.
- Entry typeRelated entry
- FromEmotional Labor (model)
- Category of its source unitTheories & Explanatory Models
- DomainOrganization & Structure
What these mean
Editorial orientation · Entry type
Related entry
Related entries name an idea, effect or practice that belongs to a model or tool of the series. They are not models or tools themselves and are not counted as such; each one leads to the model or tool it comes from, and to its Executive Insight Brief.
Editorial orientation · Category
Theories & Explanatory Models
Explains how or why a communication process works by relating mechanisms, conditions or variables. Its value is an account that can guide inquiry into what produces an outcome, rather than a name for the outcome alone.