I’ve just found an interesting page on Wikipedia that discusses the concept of ‘emotional labour‘: where employees are expected to regulate their outward emotional reactions so they are consistent with the company’s goals, regardless of their internal feelings.
A classic ‘emotional labour’ worker would be a shop assistant or a waitress, where the employee has to control their emotions and maintain a pleasant demeanour even when customers are being difficult, annoying or even abusive.
However, a distinction is made between ‘surface acting’, where the display doesn’t need to match internal feelings at all (as when waitressing), and ‘deep acting’ where the employee is expected to genuinely feel the emotions (like in nursing).
Apparently, ‘surface acting’ jobs are associated with stress, feeling inauthentic and depression, while ‘deep acting’ jobs are associated with increased job satisfaction.
How well this is supported by empirical evidence is anyone’s guess, but it’s an interesting concept.
Link to Wikipedia page on ‘emotional labour’.