Customer emotions in service failure and recovery encounters

Emotions play a significant role in the workplace, and considerable attention has been given to the study of employee emotions. Customers also play a central function in organizations, but much less is known about customer emotions. This chapter reviews the growing literature on customer emotions in employee–customer interfaces with a focus on service failure and recovery encounters, where emotions are heightened. It highlights emerging themes and key findings, addresses the measurement, modeling, and management of customer emotions, and identifies future research streams. Attention is given to emotional contagion, relationships between affective and cognitive processes, customer anger, customer rage, and individual differences

Studies of Cognition and Emotion in Organisations: Attribution, Affective Events, Emotional Intelligence and Perception of Emotion

This article details the author’s attempts to improve understanding of organisational behaviour through investigation of the cognitive and affective processes that underlie attitudes and behaviour. To this end, the paper describes the author’s earlier work on the attribution theory of leadership and, more recently, in three areas of emotion research: affective events theory, emotional intelligence, and the effect of supervisors’ facial expression on employees’ perceptions of leader-member exchange quality. The paper summarises the author’s research on these topics, shows how they have contributed to furthering our understanding of organisational behaviour, suggests where research in these areas are going, and draws some conclusions for management practice

Empirical evaluation of computational emotional contagion models

Abstract. In social psychology, emotional contagion describes the widely observed phenomenon of one person’s emotions being influenced by surrounding people’s emotions. While the overall effect is agreed upon, the underlying mechanism of the spread of emotions has seen little quantification and application to computational agents despite extensive evidence of its impacts in everyday life. In this paper, we examine computational models of emotional contagion by implementing two models ([2] and [8]) that draw from two separate lines of contagion research: thermodynamics-based and epidemiological-based. We first perform sensitivity tests on each model in an evacuation simulation, ESCAPES, showing both models to be reasonably robust to parameter variations with certain exceptions. We then compare their ability to reproduce a real crowd panic scene in simulation, showing that the thermodynamics-style model ([2]) produces superior results due to the ill-suited contagion mechanism at the core of epidemiological models. We also identify that a graduated effect of fear and proximity-based contagion effects are key to producing the superior results. We then reproduce the methodology on a second video, showing that the same results hold, implying generality of the conclusions reached in the first scene.

The value of emotional intelligence for high performance coaching: Response to commentaries

Similar to an effective leader in business, a high-performance sports coach requires qualities beyond technical and tactical acumen, such as leadership and the ability to facilitate a functional leader-follower relationship. Underpinning this dynamic relationship that exists between the coach and athlete is a leader's acumen associated with emotional intelligence (EI). This article aims to highlight the utility of EI for high-performance sport coaches, and provide concrete examples as to how EI might enhance a coaches' ability to lead and direct the production of high-performance with their staff and athletes. First, a brief overview of the link between EI and leadership quality is presented. Second, Mayer and Salovey's (1997) four-branch model of EI (i.e., perceiving, using, understanding, and managing emotions) will be used as a framework for demonstrating how a coach may use such abilities to lead and produce high-performance

Agent-Based Modelling of the Emergence of Collective States Based on Contagion of Individual States in Groups

Abstract. This paper introduces a neurologically inspired computational model for the dynamics and diffusion of agent states within groups. The model combines an individual model based on Damasio’s Somatic Marker Hypothesis with mutual effects of group members on each other via mirroring of individual states such as emotions, beliefs and intentions. The obtained model shows how this combination of assumed neural mechanisms can form an adequate basis for the emergence of common group beliefs and intentions, while, in addition there is a positive feeling with these common states amongst the group members. A particular issue addressed is how certain types of states may affect other types of states, for example, emotions have an effect on beliefs and intentions, and beliefs may effect emotions.