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) job attitudes
C) negotiation
D) leadership
E) creativity

Question

Quizplus · Accepted Answer

The passing of emotions from an employee to a customer is called emotional contagion. This is when emotions are contagious, and they can spread from one person to another. In the given scenario, a positive employee laughing or smiling at a customer can make the customer feel happy and positively influence their shopping behavior.

Customers Shop Longer When a Positive Employee Laughs or Smiles