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As a customer, your emotions can rub off on employees. As an employee, you can catch others emotions. Learn how this can affect you.\xa0As a customer, your emotions can rub off on employees. As an employee, you can catch others emotions. Learn how this can affect you.

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[00:00] Introduction

[01:12] Your attitude can influence your customer experience.\xa0

[05:23] Deep acting and reframing the situation

[08:00] Angry customers

[11:00] Fun detour: Psychopaths & emotional contagion

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References

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• Liu, X., Chi, N., & Gremler, D. D. (2019). Emotion Cycles in Services\u202f: Emotional Contagion and Emotional Labor Effects. Journal of Service Research, 22(10), 285\u2013300. https://doi.org/10.1177/1094670519835309

• Hennig-thurau, T., Groth, M., & Gremler, D. D. (2006). Are All Smiles Created Equal\u202f? How Emotional Contagion and Emotional Labor Affect Service Relationships. Journal of Marketing, 57\u201373. 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 \u2019 Facial Displays and Affective States. Journal of Service Research, 10(1), 78\u201392. https://doi.org/10.1177/1094670507304694

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• 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

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