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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里斯托弗 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：“雇主往往以為讓員工微笑對組織大有裨益，事實卻并非如此。為微笑而微笑只能讓人疲憊、孤僻，于組織并無益處。”研究者發現尤其適用于女性公交司機。
