The Power of Smiling and Emotional Norms in Different Cultures

The podcast episode explores the impact of smiling and emotional norms in different cultures. In Russia, smiling was seen as insincere, and customers were expected to please the service providers. However, when McDonald's opened its first franchise in Moscow in 1990, the American culture of smiling was introduced, and customers and employees embraced it. Smiling became contagious, and customers felt more comfortable and relaxed. The impact of this emotional norm change was significant, and customers enjoyed the friendly atmosphere at McDonald's. However, forcing employees to smile constantly can lead to emotional exhaustion and dissonance. While there are some benefits to the culture of cheerfulness, it doesn't necessarily translate into financial gains. Overall, the episode explores the complexities of emotional norms and the impact they have on individuals and societies.