Tiffany Crowe works as a showroom executive at a clothing boutique in London. Today, she is in a positive mood and instantly greets and smiles at a customer who walks into the store. The customer feels welcomed by her response. While browsing the store, Crowe helps the customer with products and passes on her positive mood to the customer. The customer leaves the store feeling content with a smile on her face. Which of the following best describes this situation?

Question

Quizplus · Accepted Answer

Emotional contagion refers to the process by which people's emotions are caused by the emotions of others. For instance, employees' emotions can transfer to the customer. The primary explanation is that when someone experiences positive emotions and laughs and smiles at you, you tend to respond positively. Emotional contagion is important because customers who catch the positive moods or emotions of employees shop longer.

Tiffany Crowe Works as a Showroom Executive at a Clothing