Customers shop longer when a positive employee laughs or smiles at them, making them feel happy. This passing of emotions to customers is called ________.
A) emotional contagion
B) positivity offset
C) cognitive dissonance
D) framing effect
E) bandwagon effect

Question

Quizplus · Accepted Answer

A) Employees' emotions can transfer to the customer. Studies indicate a matching effect between employee and customer emotions called emotional contagion, the "catching" of emotions from others. Emotional contagion is important because customers who catch the positive moods or emotions of employees shop longer.

Customers Shop Longer When a Positive Employee Laughs or Smiles