The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction

Emotional expressions have a pervasive impact on organizational behavior. However, it is unclear how such effects are modulated by the intensity of emotional displays. We investigated in online, laboratory, and field experiments how varying intensities of service providers' emotional displays (expressed through text, intonation, or physical displays) influence customer service outcomes. We show that in mundane service interactions, displays of intense happiness or sadness are interpreted as inappropriate and inauthentic, and lead to reduced trust in the service provider. We further demonstrate the mediating effect of trust on satisfaction with the service (Study 1), expected satisfaction with the product (Studies 2 and 3), and actual product use (Study 4). The studies highlight perceptions of appropriateness and sincerity as mechanisms underlying the interpersonal effects of emotional intensity. We propose that emotional intensity be incorporated in theorizing and research on organizational behavior to arrive at a more complete understanding of emotional dynamics

The dark side of a smiley:<em>Effects of Smiling Emoticons on Virtual First Impressions</em>

First impressions are heavily influenced by emotional expressions such as smiles. In face-to-face contact, smiling individuals are perceived as warmer and as more competent than nonsmiling individuals. In computer-mediated communication, which is primarily text-based, the “smiley” (☺) constitutes the digital representation of a smile. But is a smiley a suitable replacement for a smile? We conducted three experiments to examine the impact of smiley use on virtual first impressions in work-related contexts. Our findings provide first-time evidence that, contrary to actual smiles, smileys do not increase perceptions of warmth and actually decrease perceptions of competence. Perceptions of low competence in turn undermined information sharing. The adverse effects of smiley use are moderated by the formality of the social context and mediated by perceptions of message appropriateness. These results indicate that a smiley is not a smile. The findings have implications for theorizing on the social functionality of virtual emotional expressions

No Guts, No Glory? How Risk-Taking Shapes Dominance, Prestige, and Leadership Endorsement

Risk-taking can fuel innovation and growth, but it can also have devastating consequences for individuals and organizations. Here we examine whether risk-taking affords social-hierarchical benefits to risk-takers. Specifically, we investigate how risk-taking influences perceived dominance, prestige, and the willingness to endorse risk-takers’ leadership. Integrating insights from costly signaling theory and the dominance/ prestige framework of social rank, we theorized that risk-taking increases leadership endorsement to the degree that it fuels perceptions of prestige, but decreases leadership endorsement to the degree that it fuels perceptions of dominance. However, we also hypothesized that risk-induced perceptions of dominance do translate into leadership endorsement in competitive (rather than cooperative) intergroup settings. We tested these hypotheses in four studies involving different samples, methods, and operationalizations. In Study 1, participants performed an implicit association test (IAT) that revealed that people associate risk with leader positions, and safety with follower positions. Study 2 was a longitudinal field survey conducted during the September 2019 Israeli elections, which showed that voters’ perceptions of politicians’ risk-taking propensities prior to the elections positively predicted perceived dominance and prestige as well as voting behavior during the elections. Finally, Studies 3 and 4 demonstrated that people are willing to support risktakers as leaders in the context of competitive (as opposed to cooperative) intergroup situations, because perceived dominance positively predicts leadership endorsement in competitive (but not cooperative) intergroup settings. We discuss implications for understanding the social dynamics of organizational rank and the perpetuation of risky behavior in organizations, politics, and society at large

Anger and happiness in virtual teams: emotional influences of text and behavior on others' affect in the absence of non-verbal cues

Emotions carry social influence, as evident by emotion contagion - an unconscious process attributed to mimicking of non-verbal cues. We investigate whether emotion contagion can occur in virtual teams; specifically, the emotional influence of text-based and behavior-based cues on participants’ emotion in 4-person virtual teams. In a 2 × 2 design a confederate textually communicated anger or happiness, while behaving in a resolute or flexible pattern. The team task required negotiation offering a performance based reward. We demonstrate that emotion contagion occurs in teams even when communication is only text-based. We show that behaviors are perceived as emotionally charged, resolute behavior interpreted as a display of anger, and flexibility as a display of happiness. Moreover, we demonstrate that incongruence between text-based communication of emotion and emotionally charged behaviors elicits negative emotion in fellow teammates. Our findings extend the boundaries of emotion contagion and carry implications for understanding emotion dynamics in virtual teams