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Emotional Energy : When Customer Interactions Energize Service Employees

Author

Listed:
  • Julien Cayla

    (NTU - Nanyang Technological University [Singapour])

  • Brigitte Auriacombe

    (EM - EMLyon Business School)

Abstract

Existing literature suggests that employees who regularly interact with customers often find this central aspect of their work emotionally draining. Our findings provide a striking contrast by highlighting customer interactions that are not only pleasurable but that also manage to emotionally regenerate frontline service employees. Our ethnographic research demonstrates that several factors influence emotional energy in service interactions, including staff copresence with customers, mutual focus, shared mood, and barriers to outsiders. In addition, service employees' experience of autonomy and status in interactions plays an important role in influencing their emotional energy. Based on these insights, we design a framework for service organizations to manage a crucial asset: the emotional energy of frontline service employees.

Suggested Citation

  • Julien Cayla & Brigitte Auriacombe, 2024. "Emotional Energy : When Customer Interactions Energize Service Employees," Post-Print hal-04604340, HAL.
    • Handle: RePEc:hal:journl:hal-04604340
    DOI: 10.1177/00222429241260637
    Note: View the original document on HAL open archive server: https://hal.science/hal-04604340v1
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    References listed on IDEAS

    as
    1. Jean-Baptiste Welté & Julien Cayla & Eileen Fischer, 2022. "Navigating contradictory logics in the field of luxury retailing," Post-Print hal-04103619, HAL.
    2. Arnould, Eric J & Price, Linda L, 1993. "River Magic: Extraordinary Experience and the Extended Service Encounter," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(1), pages 24-45, June.
    Full references (including those not matched with items on IDEAS)

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