The inconsistencies brought about by changes in mood states and emotions of employees can provide differences in interactions. The key challenge is "consistency". Hence service companies must

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Service companies must try to find a balance between standardization and flexibility in order to maintain consistency in their interactions with customers despite changes in mood states and emotions of employees. Too much standardization can lead to a robotic and impersonal experience while too much flexibility can lead to inconsistent experiences. Service companies must standardize as much as possible and at the same time allow enough flexibility.

The Inconsistencies Brought About by Changes in Mood States and Emotions