Learning Objectives

After studying this chapter, you should be able to do the following:

3.1: Illustrate, with an example, the differences between emotions and moods.
3.2: Explain how positive and negative state affect relates to customer service.
3.3: Demonstrate understanding of emotional labor by providing examples of jobs that require “surface acting” and “deep acting.”
3.4: Discuss the case for training in emotional intelligence in the workplace.
3.5: Explain how positive and negative emotions can spread from one individual to a group through
the emotional contagion process.