Aug 7, 2019
As a customer, your emotions can
rub off on employees. As an employee, you can catch others
emotions. Learn how this can affect you. As a customer, your emotions can rub off on
employees. As an employee, you can catch others emotions. Learn how
this can affect you.
[01:12] Your attitude can
influence your customer experience.
[05:23] Deep acting and
reframing the situation
[11:00] Fun detour: Psychopaths
& emotional contagion
- Liu, X., Chi, N., &
Gremler, D. D. (2019). Emotion Cycles in Services : Emotional
Contagion and Emotional Labor Effects. Journal of Service
22(10), 285–300. https://doi.org/10.1177/1094670519835309
- Hennig-thurau, T., Groth, M.,
& Gremler, D. D. (2006). Are All Smiles Created Equal ? How
Emotional Contagion and Emotional Labor Affect Service
of Marketing, 57–73.
- Dallimore, K. S., Sparks, B.
A., & Butcher, K. (2007). The Influence of Angry Customer
Outbursts on Service Providers ’ Facial Displays and Affective
States. Journal of
Service Research, 10(1), 78–92. https://doi.org/10.1177/1094670507304694
- Luckhurst, C., Hatfield, E., &
Gelvin-smith, C. (2017). Articles Capacity for Empathy and
Emotional Contagion in Those With Psychopathic