{
  "title": "The Cost of a Service Smile",
  "url": "https://www.shr.swiss/blog/travail-emotionnel-et-epuisement-des-equipes-d-accueil-en",
  "language": "en",
  "datePublished": "2026-01-11",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Self-reported data from varied sectors.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Zurich",
    "region": "Zurich",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "The Research",
      "point": "Grandey (2003, Journal of Occupational Health Psychology) shows that surface acting in emotional labour is exhausting, unlike deep acting.."
    },
    {
      "heading": "The Limitation",
      "point": "Self-reported data from varied sectors.."
    },
    {
      "heading": "The Nuance",
      "point": "Requiring a constant smile without room for discretion produces exhaustion, not quality."
    },
    {
      "heading": "A Practical Implication to Test in Zurich",
      "point": "Allow each employee to hand over a difficult customer to a colleague without having to justify the decision."
    }
  ],
  "sources": [
    {
      "authors": "Grandey",
      "year": "2003",
      "source": "Journal of Occupational Health Psychology"
    }
  ],
  "wordCount": 101,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Zurich-travail-emotionnel-et-epuisement-des-equipes-d-accueil-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/travail-emotionnel-et-epuisement-des-equipes-d-accueil",
    "en": "https://www.shr.swiss/blog/travail-emotionnel-et-epuisement-des-equipes-d-accueil-en",
    "de": "https://www.shr.swiss/blog/travail-emotionnel-et-epuisement-des-equipes-d-accueil-de",
    "it": "https://www.shr.swiss/blog/travail-emotionnel-et-epuisement-des-equipes-d-accueil-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/zurich",
    "city": "https://www.shr.swiss/formations-ville/zurich",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}