Demonstrate with an example how positive and negative state affect relates to customer service.

Question

What will be an ideal response?

Answer 1

Varies but will include research has shown that happier people perform better and
have higher incomes. Mood at the start of the workday (i.e., “waking up on the wrong
side of the bed”) related to perceptions of customer emotions in a call center, and this
affected the employees’ mood after the calls. Positive affect was, in turn, related to
performance quality whereas negative affect was negatively related to productivity. The
results of this research study are summarized in Figure 3.4. The start-of-workday mood
affected their perceptions of customers’ moods, which in turn affected their own moods.
These moods were related to performance quality and quantity. So if you get up on the
wrong side of the bed in the morning, pay attention to your mood. You just might be less
productive that day.