The New Yorker: A few years ago, acting on a tip, school administrators at Great Neck North High School, a prominent, academically competitive public school in Long Island, took a closer look at students’ standardized test scores. Some of them seemed suspiciously high. What’s more, some of the high scorers More

Anybody who has worked in a customer-service position knows how difficult it can be to maintain a smile and good humor in the face of an angry client or customer. In fact, the effort may be more costly than we realize. Alicia A. Grandey, an industrial-organizational psychologist at Pennsylvania State More