{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"Emotional contagion at work, unhappy customers and you","description":"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\u202f: Emotional Contagion and Emotional Labor Effects. Journal of Service Research, 22(10), 285\u2013300. https:\/\/doi.org\/10.1177\/1094670519835309   Hennig-thurau, T., Groth, M., &amp;amp; Gremler, D. D. (2006). Are All Smiles Created Equal\u202f? How Emotional Contagion and Emotional Labor Affect Service Relationships. Journal of Marketing, 57\u201373. 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 \u2019 Facial Displays and Affective States. Journal of Service Research, 10(1), 78\u201392. 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; ","author_name":"Happycast: The Science of Happiness","author_url":"https:\/\/facebook.com\/happycastpodcast","html":"<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>","thumbnail_url":"https:\/\/assets.libsyn.com\/secure\/content\/48367301"}