Another study found that “in order for the performance of black service providers to be rated equivalent to whites, blacks had to amplify and fake positive emotions to override those negative racial stereotypes. In other words, to be seen as good as white employees, black employees need to perform more “emotional labor”, a concept introduced by sociologist Arlie Hochschild.”

“Though putting on a smile might seem like a small price to pay to get ahead at work, research shows that keeping up a friendly façade is a path to job burnout, a state of complete exhaustion linked to a desire to quit and health issues. Recognizing this situation is a first step to improving conditions for black employees and customers alike.”

Are we as digital professionals designing a service-based world where huge numbers of mentally stressed service workers are forced to fake-smile their way through the day while they beg for ratings from their rich, pampered customers?

Gerry McGovern on smiling gigs.

(I mean. Yes, yes we 100% are…)