The customer service representative at the department store who keeps smiling as she listens to the customer bitterly complain about her newly purchased product is engaging in deep acting.

Question

Quizplus · Accepted Answer

The customer service representative is likely engaging in surface acting, not deep acting, because she is displaying emotions (smiling) that do not match her internal feelings (listening to complaints), rather than genuinely changing her internal feelings to match her external expressions.

The Customer Service Representative at the Department Store Who Keeps