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Direct linkChi, Nai-Wen; Grandey, Alicia A.; Diamond, Jennifer A.; Krimmel, Kathleen Royer – Journal of Applied Psychology, 2011
Surface acting and deep acting with customers are strategies for service performance, but evidence for their effectiveness is limited and mixed. We propose that deep acting is an effective strategy for most employees, whereas surface acting's effect on performance effectiveness depends on employee extraversion. In Study 1, restaurant servers who…
Descriptors: Emotional Response, Program Effectiveness, Employees, Extraversion Introversion
Whitehouse, Kendall – EDUCAUSE Quarterly, 2005
With funding from Alfred West, Jr., an alumnus of The Wharton School of the University of Pennsylvania and chairman of SEI Investments, Wharton Dean Patrick T. Harker established the Alfred West Jr. Learning Lab to explore ways "to reach a deeper understanding of how people learn and to push that process to a higher level using advancements…
Descriptors: Feedback (Response), Pilot Projects, Learning Laboratories, Educational Experience
