The Emotional Cycle: The Interplay between Customer and Employee Emotions before, during, and after Service Transactions, and the Role of Emotional Labor
Building on prior theory and research on emotional contagion and emotional labor, we propose and test a research model in which we examine the interplay between customer and employee emotions in service transactions, and the role of emotional labor strategies in this process. Data from 510 customer-employee dyads were collected at the time of service from a chain restaurant in China. The results indicate that customer pre-service emotions induced similar employee emotions during the service, which were further transmitted back to the customer after service and influence customer loyalty. Employee surface acting increased, and deep acting decreased, customer negative emotions. However, emotional labor strategies did not have such an effect on customer positive emotions. This study integrates emotional contagion and the emotional labor research, and suggests that customers serve as important co-producers of their own service experiences, and that emotional labor can potentially break the cycles of negative emotional contagion in service encounters. Future research directions and practical implications are discussed.
刘小禹，对外经济贸易大学国际商学院人力资源与组织行为系副教授，硕士生导师，中国人民大学与澳大利亚蒙纳什大学（Monash University）管理系联合培养博士，美国俄亥俄州立大学费雪商学院（Fisher Business School of Ohio State University）访问学者。研究方向为组织中的情绪、领导和员工关系管理。研究成果已发表在Human Relations、International Journal of Human Resource Management、Journal of Management and Organization、Journal of Organizational Change Management、Asia Pacific Journal of Human Resources、《管理世界》和《心理学报》等国内外期刊。作为项目负责人正在主持国家自然科学基金项目“服务团队情绪氛围、员工情绪与顾客情绪的互动机制研究——基于情绪劳动与情绪感染的视角”和对外经济贸易大学优秀青年学者培育计划。