Weitere Artikel dieser Ausgabe durch Wischen aufrufen
This paper investigates the dynamic impact of multiple sequential emotional displays by employees on customers’ negative emotions. Using video-based stimuli to manipulate emotional displays by employees, this study shows the sequential occurrences of negative and positive emotional contagions in service failure and recovery encounters. The results suggest that higher levels of employees’ negative emotional displays lead to a greater increase in customers’ negative emotions through the process of negative emotional contagion during service failure. More importantly, we find that positive emotional displays by employees can decrease customers’ negative emotions through the process of positive emotional contagion during service recovery, i.e., higher levels of employee positive emotional displays lead to a greater decrease in customers’ negative emotions. In addition, no matter whether customers experience higher or lower levels of employee positive emotional displays during service recovery, their final negative emotions cannot fully return to their emotional levels prior to service failure. However, for customers experiencing higher levels of employee positive emotional displays, their final negative emotions can be greatly mitigated and are closer to their initial emotional levels, as compared to customers experiencing lower levels of employee positive emotional displays. The results further indicate that susceptibility to emotional contagion increases the effect of employees’ negative (positive) emotional displays on customers’ negative emotions during service failure (recovery). The findings of this study suggest that service firms should provide effective training to their frontline service employees so that they can display proper positive emotions during service encounters.
Bitte loggen Sie sich ein, um Zugang zu diesem Inhalt zu erhalten
Andrade, E. B., & Cohen, J. B. (2007). On the consumption of negative feelings. Journal of Consumer Research, 34(4), 283–300. CrossRef
Antonides, G., Verhoef, P. C., & van Aalst, M. (2002). Consumer perception and evaluation of waiting time: a field experiment. Journal of Consumer Psychology, 12(3), 193–202. CrossRef
Barsade, S. G. (2002). The ripple effect: emotional contagion and its influence on group behavior. Administrative Science Quarterly, 47(12), 644–675. CrossRef
Bartel, C. A., & Saavedra, R. (2000). The collective construction of workgroup moods. Administrative Science Quarterly, 45, 197–231. CrossRef
Bateson, J. E. G., & Hui, M. M. (1992). The ecological validity of photographic slides and videotapes in simulating the service setting. Journal of Consumer Research, 19(3), 271–281. CrossRef
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. (1993). A dynamic process model of service quality: from expectation to behavioral intentions. Journal of Marketing Research, 30(1), 7–27. CrossRef
Costa, P. T., & McCrae, R. R. (1980). Influence of extraversion and neuroticism on subjective well-being: happy and unhappy people. Journal of Personality & Social Psychology, 38, 668–78. CrossRef
Dallimore, K. S., Sparks, B. A., & Butcher, K. (2007). The influence of angry customer outbursts on service providers’ facial displays & affective states. Journal of Service Research, 10(1), 78–91. CrossRef
Dickson, K. L., Fogel, A., & Messinger, D. (1998). The development of emotion from a social process view. In M. F. Mascolo & S. Griffin (Eds.), What develops in emotional development? (pp. 253–271). New York: Plenum Press.
Doherty, R. W., Orimoto, L., & Singelis, T. M. (1995). Emotional contagion, gender and occupational differences. Psychology of Women Quarterly, 19(3), 355–371. CrossRef
George, J. M. (1998). Salesperson mood at work: implications for helping customers. Journal of Personal Selling & Sales Management, 18, 23–30.
Grandey, A. A., Fisk, G. M., Mattila, A. S., Jansen, K. J., & Sideman, L. A. (2005). Is ‘service with a smile’ enough? Authenticity of positive displays during service encounters. Organizational Behavior and Human Decision Processes, 96(1), 38–55. CrossRef
Hatfield, E., Cacioppo, J. T., & Rapson, R. L. (1994). Emotional contagion. New York: Cambridge University Press.
Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006). Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70(3), 58–73. CrossRef
Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. Berkeley: University of California Press.
Holbrook, M. B., & Batra, R. (1987). Assessing the role of emotions as mediators of consumer responses to advertising. Journal of Consumer Research, 14(3), 404–420. CrossRef
Kagan, L., Arcus, D., & Snidman, N. (1994). Reactivity in infants: a cross-national comparison. Developmental Psychology, 30(3), 342–345. CrossRef
Kahneman, D., & Tversky, A. (1979). Prospect theory: an analysis of decision under risk. Econometrica, 47, 263–291. CrossRef
Keller, P. A., Lipkus, A., & Rimer, B. K. (2003). Affect, framing, and persuasion. Journal of Marketing Research, 40(1), 54–64. CrossRef
Liu, J., Karasawa, K., & Weiner, B. (1992). Inferences about the causes of positive and negative emotions. Personality & Social Psychology Bulletin, 18, 603–15. CrossRef
Luong, A. (2005). Affective service display and customer mood. Journal of Service Research, 8(2), 117–130. CrossRef
Oliver, R. L. (1993). Cognitive, affective and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418–430. CrossRef
Omdahl, B. L., & O’Donnell, C. (1999). Emotional contagion, empathic concern and communicative responsiveness as variables affecting nurses’ stress and occupational commitment. Journal of Advanced Nursing, 29(6), 1351–1359. CrossRef
Pugh, S. D. (2001). Service with a smile: emotional contagion in the service encounter. Academy of Management Journal, 44(12), 1018–1027. CrossRef
Rafaeli, A., & Sutton, R. I. (1989). The expression of emotion in organisational life. In L. C. B. Straw (Ed.), Research in organisational behavior, 11 (pp. 1–42). Greenwich: JAI.
Russell, J. A. (1995). Facial expressions of emotion: what lies beyond minimal univerality? Psychological Bulletin, 118, 379–391. CrossRef
Smith, A. K., & Bolton, R. N. (1998). Paradox or peril? An experimental investigation of customer reactions to service failure and recovery encounters. Journal of Service Research, 1(8), 65–81. CrossRef
Smith, A. K., & Bolton, R. N. (2002). The effect of customers’ emotional responses to service failures on their recovery effort evaluations and satisfaction judgments. Journal of the Academy of Marketing Science, 30(1), 5–23. CrossRef
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: implications for relationship marketing. The Journal of Marketing, 62(2), 60–76. CrossRef
Tsai, W. (2001). Determinants and consequences of employee displayed positive emotions. Journal of Management, 27(4), 497–512. CrossRef
Tsai, W., & Huang, Y. (2002). Mechanisms linking employee affective delivery and customer behavioral intentions. Journal of Applied Psychology, 87, 1001–1008. CrossRef
Verbeke, W. (1997). Individual differences in emotional contagion of salespersons: its effect on performance and burnout. Psychology and Marketing, 4(9), 617–636. CrossRef
Watson, D., Glark, L. A., & Tellegen, A. (1988). Development and validation of brief measures of positive and negative affect: the PANAS scale. Journal of Personality and Social Psychology, 54, 1063–1070. CrossRef
Westbrook, R. A. (1987). Product/consumption-based affective responses and post purchase processes. Journal of Marketing Research, 24(3), 258–270. CrossRef
Westbrook, R. A., & Oliver, R. L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18(1), 84–91. CrossRef
- Multiple emotional contagions in service encounters
- Springer US
Best Practices für Web-Exzellenz im Online-Handel/© venimo | Fotolia