This analysis reveals how various emotions affect service outcomes in employees, indicating emotional management is crucial.
Study examines the impact of naturally felt emotions of frontline service employees (FSE) on service outcomes. Unlike previous research, this paper focuses on eight discrete emotions of 181 FSE and their impact on job role performance, service quality performance, and display rule performance. Results show that (1) anger, guilt, contempt, sadness, worry, joy, interest, and contentment have differing effects on FSE service outcomes, (2) not all FSE emotions experienced significantly impact service outcomes, (3) positive emotions are the most significant predictors of service quality and job role performance, and (4) sadness can have a positive impact on service quality performance.
No takes yet. Share an insight, caveat, or question.
Whiting et al. (2025) studied this question.
Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context: