STR 581 Help Needed

timer Asked: Apr 11th, 2013

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I don’t understand this question and need help to study.

need assistance with the following question, must be at least 200 words and original... please provide any references used:

studies indicate a matching effect between employee and customer satisfaction. referred to as emotional contagion, people “catch” emotions from others. so when employees express positive emotions, customers tend to report positively. and negative emotions tend to have negative effects on customers.  

can managers control the emotions of their colleagues and employees?

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