Emotional Energy: When Customer Interactions Energize Service Employees
这项民族志研究挑战了顾客互动总是消耗员工情绪的结论，发现某些互动能通过共在、共同关注、共享情绪等因素再生员工的情感能量，并提出了管理这一关键资产的框架。
Existing literature has concluded that employees who regularly interact with customers often find this central aspect of their work emotionally draining. But what if some customer interactions could emotionally regenerate service employees? This ethnographic research demonstrates that several factors influence emotional energy in service interactions, including staff copresence with customers, mutual focus, shared mood, and barriers to outsiders. In addition, service employees’ experience of autonomy and status in interactions plays an important role in influencing their emotional energy. Based on these insights, this study advances a framework for service organizations to manage a crucial asset: the emotional energy of frontline service employees.