The Science Feature of Chapter 4 provided the results of a study that investigated the implication for an organization where employees may likely suffer emotional dissonance as a result of the emotional labor associated with displaying an emotion that you don't really feel. Results from this study suggest:
A)if customer service representatives have confidence in their ability to fake their emotions, emotional dissonance is not so emotionally exhausting
B)if being authentic with the display of emotions isn't very important, then customer service representatives experience fewer negative consequences to faking emotion
C)the requirement for employees to fake emotions in performance of duties consistent with customer service resulted in poorer customer service, higher turnover of customer service employees, and stronger forms of workplace deviant behavior (WMD)
D)A & B

Question

Quizplus · Accepted Answer

The study found that if customer service representatives have confidence in their ability to fake emotions and if being authentic with the display of emotions isn't very important, then emotional dissonance is not so emotionally exhausting and customer service representatives experience fewer negative consequences to faking emotions. However, the study also found that the requirement for employees to fake emotions in performance of duties consistent with customer service resulted in poorer customer service, higher turnover of customer service employees, and stronger forms of workplace deviant behavior.

The Science Feature of Chapter 4 Provided the Results of a Study