Emotional contagion at work, unhappy customers and 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. As a customer, your emotions can rub off on employees. As an employee, you can catch others emotions. Learn how this can affect you. [00:00] Introduction [01:12] Your attitude can influence your customer experience. [05:23] Deep acting and reframing the situation [08:00] Angry customers [11:00] Fun detour: Psychopaths & emotional contagion References Liu, X., Chi, N., & Gremler, D. D. (2019). Emotion Cycles in Services : Emotional Contagion and Emotional Labor Effects. Journal of Service Research , 22 (10), 285–300. Hennig-thurau, T., Groth, M., & Gremler, D. D. (2006). Are All Smiles Created Equal ? How Emotional Contagion and Emotional Labor Affect Service Relationships. Journal 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. Luckhurst, C., Hatfield, E., & Gelvin-smith, C. (2017). Articles Capacity for Empathy and Emotional Contagion in Those With Psychopathic Personalities. Interpersona .

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Emotional contagion at work, unhappy customers and you is an episode from Happycast: The Science of Happiness by Trina Kushnerik.

This episode is 15:40 long.

This episode was published on Aug 7, 2019.

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