工作场所互动中的虚拟浅层动作：选择适合任务的最佳技术

Virtual surface acting in workplace interactions: Choosing the best technology to fit the task

——原载美国《应用心理学杂志》2021年第106卷第5期——

<Journal of Applied Psychology>, 2021.106(5)

【摘要】2019年的冠状病毒疾病突然加速了向虚拟工作的持续过渡。在此期间的相关困难凸显了情绪真实的重要性，尽管远程工作这样做存在潜在的困难。即使在正常时期，对工人的一个共同要求是，无论他们的实际感受如何，他们都要向客户、队友和主管展示某些情绪（例如，"微笑服务"）。然而，被认为是浅层动作的风险-即使是在工作需要的情况下表现出不真实的情绪-也可能是严重的，因为人们对那些被认为是不真实的人有负面的反应。利用2个实验和在越南的国际学校进行的家长-教师匹配调查，研究者检验了传播媒介的选择对情绪不真实的感知的人际关系后果。研究者发现在这个过程中存在着对立的机制。不太丰富的交流媒介（如电子邮件）有利于掩盖情绪泄露，然而，更丰富的交流媒介（如面对面）被认为是表达情绪的更真实的手段。与这些机制一致，研究者发现对于那些交流真实情绪的人（即当线索泄漏不相关时），更丰富的媒体是最佳的。另外，研究者发现对于浅层行动者，在长期关系中，中等丰富度的交流媒体是最佳的：使用电话/音频会使浅层行动者的互动结果得到改善，因为这种模式比面对面/视频互动更能掩盖非语言泄漏，但又比通过电子邮件收到的信息显得行动者更努力（因此也更真实）。

[Abstract] The coronavirus disease 2019 has suddenly hastened the ongoing transition to virtual work. The associated hardships during these times have highlighted the importance of being emotionally authentic, despite the potential difficulties of doing so at a distance. Even in normal times, a common requirement of workers is that they are expected to display certain emotions to customers, teammates, and supervisors, regardless of how they are actually feeling (e.g., “service with a smile”). However, the risks of being perceived as surface acting—displaying inauthentic emotions even when required by the job—can be severe, as people react negatively to those who are perceived as inauthentic. Utilizing 2 experiments and a matched parent-teacher survey of international schools in Vietnam, I examine the interpersonal consequences of communication media choice on perceptions of emotional inauthenticity. I find that there are opposing mechanisms in this process: Less rich communication media (e.g., e-mail) are beneficial for masking emotional leakage, yet richer communication media(e.g., face-to-face) are perceived to be a more authentic means of expressing emotion. In line with these mechanisms, for those communicating authentic emotion (i.e., when cue leakage is not relevant), I find richer media to be optimal. Alternatively, for surface actors, across longer-term relationships, I find medium richness communication media are optimal: Using telephone/audio results in improved interactional outcomes for surface actors because this mode masks nonverbal leakage better than face-to-face/video interactions, yet appears higher effort (and thus more authentic) than messages received via e-mail.

论文原文：Brodsky, A. (2021). Virtual surface acting in workplace interactions: Choosing the best technology to fit the task. Journal of Applied Psychology,106(5), 714-733. DOI:10.1037/apl0000805