{
  "title": "Smiling on demand: the cost of emotional labour at the front desk",
  "url": "https://www.shr.swiss/blog/sourire-sur-commande-le-cout-du-travail-emotionnel-a-l-accueil-en",
  "language": "en",
  "datePublished": "2026-08-22",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Displaying an unfelt emotion does not have the same effects as trying to feel it. Research separates the two strategies.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lugano",
    "region": "Tessin",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "The conceptual frame",
      "point": "Alicia Grandey (2000, Journal of Occupational Health Psychology) distinguishes 'surface acting', changing expression, from 'deep acting', trying to change the feeling.."
    },
    {
      "heading": "What the meta-analysis shows",
      "point": "Ute Hülsheger and Anna Schewe (2011, Journal of Occupational Health Psychology) associate surface acting with exhaustion and lower satisfaction; deep acting shows more favourable associations."
    },
    {
      "heading": "The nuance",
      "point": "Courtesy is not the problem; a prolonged gap between feeling and display, especially without latitude, is."
    },
    {
      "heading": "The limit of common practice",
      "point": "Service charters prescribe expressions without providing recovery or latitude for difficult situations.."
    },
    {
      "heading": "A practical check in Lugano",
      "point": "Introduce a short break after each conflictual interaction and track short-term absence over two months."
    }
  ],
  "sources": [
    {
      "authors": "Grandey",
      "year": "2000",
      "source": "Journal of Occupational Health Psychology"
    },
    {
      "authors": "Schewe",
      "year": "2011",
      "source": "Journal of Occupational Health Psychology"
    }
  ],
  "wordCount": 147,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-08-22-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/sourire-sur-commande-le-cout-du-travail-emotionnel-a-l-accueil",
    "en": "https://www.shr.swiss/blog/sourire-sur-commande-le-cout-du-travail-emotionnel-a-l-accueil-en",
    "de": "https://www.shr.swiss/blog/sourire-sur-commande-le-cout-du-travail-emotionnel-a-l-accueil-de",
    "it": "https://www.shr.swiss/blog/sourire-sur-commande-le-cout-du-travail-emotionnel-a-l-accueil-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/lugano",
    "city": "https://www.shr.swiss/formations-ville/lugano",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}