1 rich Libsyn https://www.libsyn.com 90 600 As a customer, your emotions can rub off on employees. As an employee, you can catch others emotions. Learn how this can affect you.&amp;nbsp;As a customer, your emotions can rub off on employees. As an employee, you can catch others emotions. Learn how this can affect you. &amp;nbsp; [00:00] Introduction [01:12] Your attitude can influence your customer experience.&amp;nbsp; [05:23] Deep acting and reframing the situation [08:00] Angry customers [11:00] Fun detour: Psychopaths &amp;amp; emotional contagion &amp;nbsp; References &amp;nbsp; Liu, X., Chi, N., &amp;amp; Gremler, D. D. (2019). Emotion Cycles in Services : Emotional Contagion and Emotional Labor Effects. Journal of Service Research, 22(10), 285–300. https://doi.org/10.1177/1094670519835309 Hennig-thurau, T., Groth, M., &amp;amp; Gremler, D. D. (2006). Are All Smiles Created Equal ? How Emotional Contagion and Emotional Labor Affect Service Relationships. Journal of Marketing, 57–73. https://doi.org/10.1509/jmkg.70.3.58 Dallimore, K. S., Sparks, B. A., &amp;amp; Butcher, K. (2007). The Influence of Angry Customer Outbursts on Service Providers ’ Facial Displays and Affective States. Journal of Service Research, 10(1), 78–92. https://doi.org/10.1177/1094670507304694 &amp;nbsp; Luckhurst, C., Hatfield, E., &amp;amp; Gelvin-smith, C. (2017). Articles Capacity for Empathy and Emotional Contagion in Those With Psychopathic Personalities. Interpersona. https://doi.org/10.5964/ijpr.v11i1.247 &amp;nbsp; Happycast: The Science of Happiness https://facebook.com/happycastpodcast <iframe title="Libsyn Player" style="border: none" src="//html5-player.libsyn.com/embed/episode/id/10703312/height/90/theme/custom/thumbnail/yes/direction/forward/render-playlist/no/custom-color/88AA3C/" height="90" width="600" scrolling="no" allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen></iframe> https://assets.libsyn.com/secure/content/48367301