OB Applications of Emotions and Moods (2 of 3)
Motivation – Promoting positive moods may enhance employee motivation
Leadership – Sharing positive emotions enhances perceptions of leaders’ effectiveness
Customer Service – Customers “catch” emotions from employees (emotional contagion)
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Motivation, leadership, negotiation, and customer service are also work outcomes that are impacted by emotions and moods, and it is important for managers to understand the connection.
Giving people performance feedback influences their mood, which then influences their motivation. Managers may enhance employee motivation and performance by encouraging good moods.
Leaders are perceived as more effective when they share positive emotions, and followers are more creative in a positive emotional environment.
Workers’ emotional states influence the level of customer service they give, which influences customer satisfaction. This is primarily due to emotional contagion (catching emotions from others). Studies indicate a matching effect between employee and customer emotions.