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Requiring employees to smile at customers may backfire because US researchers say fake smiling worsens mood and affects productivity.
要求员工微笑服务可能适得其反，因为美国研究者称强颜欢笑会进一步破坏员工心情，从而影响工作。
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.
密歇根大学的管理学副教授布伦特 斯科特和前明尼苏达大学博士生克里斯托弗 巴恩斯对一组城市公交司机进行了为期两周的研究，以检验强颜欢笑，真诚微笑，和回忆快乐往昔、培养积极情绪这几种情绪处理方式的效果。
"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.
斯科特在一份声明中称：“雇主往往以为让员工微笑对组织大有裨益，事实却并非如此。为微笑而微笑只能让人疲惫、孤僻，于组织并无益处。”研究者发现尤其适用于女性公交司机。
