Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects
Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects
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服务中的情绪周期：情绪传染和情绪劳动影响
DOI：
10.1177/1094670519835309
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发表时间：
2019-08-01
影响因子：
12.4
通讯作者：
Gremler, Dwayne D.
中科院分区：
文献类型：
--
作者：
Liu, Xiao-Yu;Chi, Nai-Wen;Gremler, Dwayne D.
服务机构鼓励员工在服务过程中表达积极的情绪，希望客户“抓住”这些情绪并做出积极的反应。然而，客户和员工的情绪可能是相互影响的。为了了解服务接触中的情感交流及其对客户结果的影响，目前的研究模型的情感感染和情感劳动的相互作用，以及他们对客户满意度的影响。员工可能会抓住客户的情绪，并通过情绪传染将这些情绪传递回客户，员工的情绪劳动可能会通过改变情绪传染发生的程度来影响这个周期。从一家大型连锁足疗店收集的268名顾客-雇员配对数据证实了情感循环的存在。作为员工情绪劳动的一种，深层行为阻碍了负面情绪向顾客的传递，而表层行为则促进了负面情绪向顾客的传递，因此顾客情绪和员工情绪劳动对服务接触都有重要影响。研究结果强调了了解客户的情绪和存在的情感周期在服务提供过程中的潜在影响的重要性。
Service organizations encourage employees to express positive emotions in service encounters, in the hope that customers "catch" these emotions and react positively. Yet customer and employee emotions could be mutually influential. To understand emotional exchanges in service encounters and their influences on customer outcomes, the current study models the interplay of emotional contagion and emotional labor, as well as their influence on customer satisfaction. Employees might catch customers' emotions and transmit those emotions back to customers through emotional contagion, and employee emotional labor likely influences this cycle by modifying the extent to which emotional contagion occurs. Data from 268 customer-employee dyads, gathered from a large chain of foot massage parlors, confirm the existence of an emotion cycle. Deep acting, as one type of emotional labor used by employees, hinders the transmission of negative emotions to customers, whereas surface acting facilitates it. Both customer emotions and employee emotional labor thus have critical influences on service encounters. The findings highlight the importance of understanding the potential influence of customer preservice emotions and the presence of an emotion cycle during service delivery.