Leveraging the wealth of research insights generated over the past 25 years, we develop a
model of emotional contagion in organizational life. We begin by defining emotional …

Happiness in the form of pleasant moods and emotions, well‐being, and positive attitudes
has been attracting increasing attention throughout psychology research. The interest in …

Customer care is important for its role in relationship building. This role has traditionally
been performed by human customer agents; however, the emergence of interactive …

This research draws upon the increasing usage of AI in service. It aims at understanding the
extent to which AI systems have multiple intelligence types like humans and if these types …

Artificial intelligence (AI) is radically transforming frontline service encounters, with AI
increasingly playing the role of employee or customer. Programmed to speak or write like a …

Service recovery is a crucial success factor for organizations. Thus, many studies have
addressed the issue of post-complaint behavior. Conducting a meta-analysis, the authors …

Customer misbehavior in service settings is problematic for two reasons:(1) because of the
direct damage it causes and (2) because of additional negative effects that arise from the …

Emotional labor has been described as a dynamic self-regulatory process that unfolds over
the course of customer interactions, with employees continuously monitoring and adjusting …

The present research sought to understand customer and employee incivility in the
hospitality industry. The study identified customer actions that are perceived as uncivil by …

Poor employee–customer interactions influence customer satisfaction and employee well-
being. In studying these negative exchanges, researchers tend to take either the perspective …