Title :
The development research of the emotional contagion theory
Author :
Xiao, Wang ; Wen-zhong, Li ; Du Jian-gang
Author_Institution :
Dept. of Manage. Eng., Tianjin Inst. of Urban Constr., Tianjin, China
Abstract :
Emotional contagion (EC) is a basic theory explaining social interaction, and plaies important roles in a variety of contests, such as reciprocal emotional influence between employees and customers would change customers service experience. Most researchers agree that emotions are organized, meaningful, generally adaptive systems functioning as a whole that include expressive and instrumental behaviour, patterned physiological processes, cognitions and subjective feelings. This paper reviewed the mechanism of the EC and key moderator variables, besides, the authors, integrating the EC with service management and group behaviour, presented the future research directions of the theory.
Keywords :
artificial intelligence; emotion recognition; psychology; emotional contagion theory; group behaviour; key moderator variables; reciprocal emotional influence; service management; social interaction; emotional contagion; feedback; group affect; mimicry;
Conference_Titel :
Software Engineering and Service Sciences (ICSESS), 2010 IEEE International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4244-6054-0
DOI :
10.1109/ICSESS.2010.5552269