A job that requires constant contact with demanding clients can be emotionally exhausting. But supervisors affect whether the job is ultimately rewarding or a complete drain, reports an article in the September 2005 issue of the Journal of Applied Psychology. The authors show that managers who push frontline workers to “put on a happy face” tend to burn out their employees.

“It’s not being required to know products well or even being monitored that gets to people,” explains study co-author...


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