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. (PsycInfo Database Record (c) 2020 APA, all rights reserved).

中文翻译：

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在工作场所互动中起作用的虚拟表面：选择适合任务的最佳技术。

2019 年的冠状病毒病突然加速了向虚拟工作的过渡。这些时期相关的困难凸显了在情感上真实的重要性，尽管在远处这样做可能会遇到困难。即使在正常情况下，员工的一个共同要求是，无论他们的实际感受如何（例如，“微笑服务”），都希望他们向客户、队友和主管展示某些情绪。然而，被视为表面行为的风险——即使在工作需要时也会表现出不真实的情绪——可能会很严重，因为人们会对那些被认为是不真实的人做出负面反应。利用 2 项实验和对越南国际学校的匹配家长教师调查，我研究了传播媒体选择对情感不真实感的人际影响。我发现在这个过程中存在着相反的机制：不太丰富的传播媒体（例如，电子邮件）有利于掩盖情绪泄漏，而更丰富的传播媒体（例如，面对面）被认为是一种更真实的手段的表达情感。根据这些机制，对于那些传达真实情感的人（即，当线索泄漏不相关时），我发现更丰富的媒体是最佳的。或者，对于表面参与者，在长期关系中，我发现中等丰富度的通信媒体是最佳的：使用电话/音频可以改善表面参与者的交互结果，因为这种模式比面对面/视频交互更好地掩盖了非语言泄漏，但似乎比通过电子邮件接收的消息更费力（因此更真实）。（PsycInfo 数据库记录 (c) 2020 APA，保留所有权利）。