Wrote Annie Murphy Paul in "The High Cost Of Acting Happy," quoted in The New York Magazine article "Huh, Would You Believe That Forcing Employees to Act Happy Is a Bad Idea?"
I'm interested in this idea that there is a Real You and that You needs to be out and proud even when it's grouchy or contemptuous or sad and lonely. I think if we were forced to exhibit our Real Self all the time, it would hurt even more than if we put on a Game Face for the public. The Real Me wants some privacy, not exposure to everybody's judgment. And they'd better show it too, or they'll be alienated and depersonalized with their lack of inside/outside congruence.
Too much of a discrepancy between inner and outer selves might be a problem, but in a job, isn't it only a problem when you are not well suited to the position? If you're unhappy smiling and acting as though you like the customers, the company shouldn't want you at the front counter... unless they've got some kind of hipster vibe concept and they think the customers will cotton to getting snubbed by The Sullen Barista.