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

Why Does Affect Matter in Organizations?

Interest in and research about affect in organizations have expanded dramatically in recent years. This article reviews what we know about affect in organizations, focusing on how employees ’ moods, emotions, and dispositional affect influence critical organizational outcomes such as job performance, decision making, creativity, turnover, prosocial behavior, teamwork, negotiation, and leadership. This review highlights pervasive and consistent effects, showing the importance of affect in shaping a wide variety of organizational behaviors, the knowledge of which is critical for researchers, managers, and employees. WhyDoesAffectMatter inOrganizations? Anorganizational vignette... I had just mentioned how small a raise I was going to give to Jerry, my top salesperson this year. I could see a subtle wave of anger and frustration wash over his usually calm features. I had been afraid this was going to happen. But what could I do? I was caught in the middle—the CEO wanted to cut our budget by 6%! Jerry’s voice had an edge to it, and I could tell that my explanations about th