STR 581 Help Needed

Anonymous
timer Asked: Apr 11th, 2013

Question Description

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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