Frontline service employees often feign positive displays during customer interactions to enhance service outcomes, but to what extent are customers aware of these inauthentic positive displays? The perception of inauthenticity involves a series of complex judgments, however, the influence of customers' different thinking processes on these judgments and the role of customer individual differences in emotional intelligence are seldom investigated. This article investigates how customer emotional intelligence influences the processing of frontline employees' inauthentic positive displays. Across three experimental studies, we find that experiential processes combine with high emotional intelligence to predict more accurate perceptions of frontline employees' inauthentic positive displays (Study 1). In contrast, rational processes interact with low emotional intelligence to predict less accurate perceptions (Study 2). We also find that high emotional intelligence and high dual thinking processes (both experiential and rational) predict more accurate perceptions of frontline employees' inauthentic positive displays (Study 3). These results extend knowledge of the important role of customers in detecting the frontline employee's inauthentic displays. Our findings have important practical implications for service settings where there are strong expectations for frontline employees to provide “service with a smile.”

中文翻译：

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抓出来！客户情商和双重思维过程在感知一线服务员工不真实的积极表现中的作用

前线服务员工经常在与客户互动时假装正面展示以提高服务成果，但客户在多大程度上意识到这些不真实的正面展示？对不真实性的感知涉及一系列复杂的判断，但很少研究客户不同的思维过程对这些判断的影响以及客户个体差异在情商中的作用。本文调查了客户情商如何影响一线员工不真实的积极表现的处理。在三项实验研究中，我们发现体验过程与高情商相结合，可以更准确地预测一线员工不真实的积极表现（研究 1）。相比之下，理性过程与低情商相互作用以预测不太准确的感知（研究 2）。我们还发现，高情商和高双重思维过程（包括经验和理性）可以更准确地预测一线员工不真实的积极表现（研究 3）。这些结果扩展了客户在检测一线员工不真实展示方面的重要作用的知识。我们的研究结果对服务环境具有重要的实际意义，在这些环境中，对一线员工提供“微笑服务”有强烈的期望。我们还发现，高情商和高双重思维过程（包括经验和理性）可以更准确地预测一线员工不真实的积极表现（研究 3）。这些结果扩展了客户在检测一线员工不真实展示方面的重要作用的知识。我们的研究结果对服务环境具有重要的实际意义，在这些环境中，对一线员工提供“微笑服务”有强烈的期望。我们还发现，高情商和高双重思维过程（包括经验和理性）可以更准确地预测一线员工不真实的积极表现（研究 3）。这些结果扩展了客户在检测一线员工不真实展示方面的重要作用的知识。我们的研究结果对服务环境具有重要的实际意义，在这些环境中，对一线员工提供“微笑服务”有强烈的期望。