The Influence of Angry Customer Outbursts on Service Providers' Facial Displays and Affective States
研究通过视频片段展示顾客愤怒投诉，测量服务提供者的面部表情和情感状态，发现服务提供者会通过情绪感染“捕捉”顾客的愤怒。
This article explores the existence and extent of emotional contagion, as measured by facial displays and reported affective states, in a service failure event. Using video vignettes of customers complaining about a service failure as stimulus material, the authors measured the facial displays and affective states of service providers as proxies for emotional contagion. Following a two-step approach, service providers' facial expressions were first recorded and assessed, revealing that service providers' facial displays matched those of the angry consumer. Second, a mixed ANOVA revealed service providers reported stronger negative affective states after exposure to an angry complaint than prior to exposure. The results demonstrated that during a complaint situation, angry outbursts by consumers can initiate the emotional contagion process, and service providers are susceptible to “catch” consumer anger through emotional contagion. Implications for complaint management and future research are discussed.