The influence of angry customer outbursts on service providers’ facial displays and affective states

Article


Dallimore, Karen, Sparks, Beverley and Butcher, Ken. 2007. "The influence of angry customer outbursts on service providers’ facial displays and affective states ." Journal of Service Research. 10 (1), pp. 78-92. https://doi.org/10.1177/1094670507304694
Article Title

The influence of angry customer outbursts on service providers’ facial displays and affective states

ERA Journal ID19838
Article CategoryArticle
AuthorsDallimore, Karen (Author), Sparks, Beverley (Author) and Butcher, Ken (Author)
Journal TitleJournal of Service Research
Journal Citation10 (1), pp. 78-92
Number of Pages15
Year2007
Place of PublicationThousand Oaks, CA. United States
ISSN1094-6705
1552-7379
Digital Object Identifier (DOI)https://doi.org/10.1177/1094670507304694
Web Address (URL)http://jsr.sagepub.com/cgi/content/abstract/10/1/78
Abstract

This article explores the existence and extent of emotional
contagion, as measured by facial displays and
reported affective states, in a service failure event. Using
video vignettes of customers complaining about a service
failure as stimulus material, the authors measured the
facial displays and affective states of service providers as
proxies for emotional contagion. Following a two-step
approach, service providers’ facial expressions were first
recorded and assessed, revealing that service providers’
facial displays matched those of the angry consumer.
Second, a mixed ANOVA revealed service providers
reported stronger negative affective states after exposure
to an angry complaint than prior to exposure. The results
demonstrated that during a complaint situation, angry
outbursts by consumers can initiate the emotional contagion
process, and service providers are susceptible to
“catch” consumer anger through emotional contagion.
Implications for complaint management and future
research are discussed.

Keywordsemotional contagion; nonverbal communication; facial displays; complaints; service providers; service encounters
ANZSRC Field of Research 2020520203. Cognitive neuroscience
350605. Marketing management (incl. strategy and customer relations)
520599. Social and personality psychology not elsewhere classified
Public Notes

File reproduced in accordance with the copyright policy of the publisher/author.

Byline AffiliationsGriffith University
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