Service With A Smile: Research On Emotional Labour

There are four emotional strategies in workers who are handling customers or clients:

• Deep Actors, who feel what they show, are emotionally healthy and aren’t disconnected with themselves. The genuineness of their emotions makes them authentic and trustworthy.
• Low Actors are the ones doing surface acting.
• Non-Actors are doing minimum emotional labour and appear disinterested or aloof.
• Regulators are switching between not caring to act or doing some surface acting.