Episode description

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. 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 Relationships. Journal of Marketing, 57–73. https://doi.org/10.1509/jmkg.70.3.58

• 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 Personalities. Interpersona. https://doi.org/10.5964/ijpr.v11i1.247