Research has shown that while the authenticity of positive emotional displays plays an important role in service encounters, it has not yet demonstrated a universally positive effect on customers’ behavior. This study, which is the first to present customer involvement as a contextual factor that influences customers’ processing, provides a deeper understanding of the effectiveness of the authenticity of emotional displays. The model is based on expectation disconfirmation theory and emotional contagion theory and is validated in a field experiment and two laboratory experiments that use video stimuli with actors in real-world contexts. The results show that even inauthentic displays can meet customers’ expectations depending on their involvement and that high-involvement customers adapt to employees’ authentic emotions more strongly than low-involvement customers do. In summary, the presented model strengthens the understanding of the role of authentic displays and provides an approach to improve the effectiveness of emotional labor strategies.

研究表明，积极情绪展示的真实性在服务体验中起着重要作用，但尚未证明对顾客行为的普遍积极影响。这项研究是第一个将顾客参与作为影响顾客处理的背景因素的研究，它对情感展示真实性的有效性有了更深入的了解。该模型基于期望不肯定理论和情感传染理论，并在现场实验和两个实验室实验中得到了验证，该实验在真实环境中使用了演员的视频刺激。结果表明，即使是不真实的显示器也可以根据客户的参与程度来满足他们的期望，并且高投入客户比低投入客户更能适应员工的真实情绪。总而言之，本文提出的模型加深了对真实展示的作用的理解，并提供了一种提高情绪劳动策略有效性的方法。