More Than Happy to Help? Customer-Focused Emotion Management Strategies

  title={More Than Happy to Help? Customer-Focused Emotion Management Strategies},
  author={Laura Little and Donald H. Kluemper and Debra L. Nelson and Andrew J. Ward},
  journal={Personnel Psychology},
This paper investigates the impact of customer service representative (CSR) customer-focused emotion management strategies on expressed customer emotions, beyond the influences of emotional contagion. We propose that problem-focused strategies (situation modification and cognitive change) are likely to reduce the intensity of negative customer emotions and increase the intensity of positive customer emotions, whereas emotion-focused strategies (attentional deployment and modulating the… 

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