Being nice takes its toll

Study examines customer service stress
By Asha Tomlinson
|Canadian HR Reporter|Last Updated: 09/04/2003

The customer is always right. For those working in the service industry, that’s the name of the game. While service with a smile makes clients happy, what about its effect on the worker? Cecelia Benoit, University of Victoria sociology professor, has a hunch it has a negative health impact.

“The work involves managing customers’ feelings about the service they’re receiving while sometimes hiding or disguising their own emotions,” said Benoit.

Benoit is the principal investigator of the research project,