[DanBC]

Because the alternative - that people actually behave like that in their real life outside work - is not supported by my interactions with people outside the work environment.

Everyone has a level of friendliness. You step inside a restaurant and it gets ramped up dramatically. Some US places feel like the Disney store which has almost oppressive levels of forced-friendliness. (Where -employees- "cast members" are instructed to "spread the magic".)

[mc32]

I think it depends on how you see and interpret the friendliness. In some cultures it's not so much faking it as it is fulfilling a (n expected) role. So it is actually a sincere execution of a role and not fake --on the other hand outside this role their personality can be quite different.

[jasonwocky]

Absolutely. I have a certain level of friendliness to random strangers. But customers of any kind? I sincerely care about their experience of dealing with me and my company. So if I come off as more friendly when dealing with them, I'd say that's genuine.