The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction

Arik Cheshin, Adi Amit and Gerben A. van Kleef

Organizational Behavior and Human Decision Processes, 2018, vol. 144, issue C, 97-111

Abstract: Emotional expressions have a pervasive impact on organizational behavior. However, it is unclear how such effects are modulated by the intensity of emotional displays. We investigated in online, laboratory, and field experiments how varying intensities of service providers' emotional displays (expressed through text, intonation, or physical displays) influence customer service outcomes. We show that in mundane service interactions, displays of intense happiness or sadness are interpreted as inappropriate and inauthentic, and lead to reduced trust in the service provider. We further demonstrate the mediating effect of trust on satisfaction with the service (Study 1), expected satisfaction with the product (Studies 2 and 3), and actual product use (Study 4). The studies highlight perceptions of appropriateness and sincerity as mechanisms underlying the interpersonal effects of emotional intensity. We propose that emotional intensity be incorporated in theorizing and research on organizational behavior to arrive at a more complete understanding of emotional dynamics.

Keywords: Interpersonal effects of emotions; Emotion intensity; Customer service; Trust; Satisfaction (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (14)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jobhdp:v:144:y:2018:i:c:p:97-111

DOI: 10.1016/j.obhdp.2017.10.002

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