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The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction

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  • Cheshin, Arik
  • Amit, Adi
  • van Kleef, Gerben A.

Abstract

Emotional expressions have a pervasive impact on organizational behavior. However, it is unclear how such effects are modulated by the intensity of emotional displays. We investigated in online, laboratory, and field experiments how varying intensities of service providers' emotional displays (expressed through text, intonation, or physical displays) influence customer service outcomes. We show that in mundane service interactions, displays of intense happiness or sadness are interpreted as inappropriate and inauthentic, and lead to reduced trust in the service provider. We further demonstrate the mediating effect of trust on satisfaction with the service (Study 1), expected satisfaction with the product (Studies 2 and 3), and actual product use (Study 4). The studies highlight perceptions of appropriateness and sincerity as mechanisms underlying the interpersonal effects of emotional intensity. We propose that emotional intensity be incorporated in theorizing and research on organizational behavior to arrive at a more complete understanding of emotional dynamics.

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  • Cheshin, Arik & Amit, Adi & van Kleef, Gerben A., 2018. "The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction," Organizational Behavior and Human Decision Processes, Elsevier, vol. 144(C), pages 97-111.
    • Handle: RePEc:eee:jobhdp:v:144:y:2018:i:c:p:97-111
    DOI: 10.1016/j.obhdp.2017.10.002
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    3. Warnick, Benjamin J. & Davis, Blakley C. & Allison, Thomas H. & Anglin, Aaron H., 2021. "Express yourself: Facial expression of happiness, anger, fear, and sadness in funding pitches," Journal of Business Venturing, Elsevier, vol. 36(4).
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    5. Leila Ebrahimi & Vahid Reza Mirabi & Mohammad Hossein Ranjbar & Esmaeil Hassan Pour, 2019. "A Customer Loyalty Model for E-Commerce Recommendation Systems," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 18(03), pages 1-33, September.
    6. Naomi Moy & Ho Fai Chan & Frank Mathmann & Markus Schaffner & Benno Torgler, 2021. "Confidence is good; too much, not so much: Exploring the effects on reward-based crowdfunding success," CREMA Working Paper Series 2021-18, Center for Research in Economics, Management and the Arts (CREMA).
    7. Levine, Emma E. & Wald, Kristina A., 2020. "Fibbing about your feelings: How feigning happiness in the face of personal hardship affects trust," Organizational Behavior and Human Decision Processes, Elsevier, vol. 156(C), pages 135-154.
    8. Qiu, Judy & Kesebir, Selin & Günaydin, Gül & Selçuk, Emre & Wasti, S. Arzu, 2022. "Gender differences in interpersonal trust: Disclosure behavior, benevolence sensitivity and workplace implications," Organizational Behavior and Human Decision Processes, Elsevier, vol. 169(C).
    9. Walsh, Gianfranco, 2019. "Service employees’ naturally felt emotions: Do they matter?," European Management Journal, Elsevier, vol. 37(1), pages 78-85.
    10. Talwar, Shalini & Dhir, Amandeep & Scuotto, Veronica & Kaur, Puneet, 2021. "Barriers and paradoxical recommendation behaviour in online to offline (O2O) services. A convergent mixed-method study," Journal of Business Research, Elsevier, vol. 131(C), pages 25-39.
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