________ involves modifying behavior to be consistent with required emotions but continuing to hold different internal feelings.

Explanation: Surface Acting refers to the faking of true feelings while suppressing the real feelings. This behavior is usually noticed in Front line employees who due to the nature of their jobs especially in relation to interaction with customers must conform to set rules. In this cases, most of these employees tend to hide the emotions they wish to portray while putting up modified behaviors for the benefit of the company and to retain thier jobs.

Also this behavior can be seen in some individuals , who most times in order to control their inner feelings of anger would put up smiling faces to suppress that true feelings to align with societal norms.