The problem-solving service worker: Appraisal mechanisms and positive affective experiences during customer interactions

Abstract

Affective Events Theory suggests customer interactions elicit event appraisals that, in turn, prompt affective reactions in employees. A qualitative diary study was used to examine the daily events and cognitive appraisals that elicit positive emotions during customer service interactions. Thematic analysis of the diary contents of 276 sales employees from a variety of industries (874 positive events) showed helping customers solve their problem was the event most likely to trigger positive emotions. The data and resulting model revealed that particular configurations of employees’ appraisals predicted particular emotion(s). Within-person differences in cognitive appraisals also helped explain why some initially negative events may ultimately become a positive experience. Emotional contagion was found, where the positive emotions of the sales employees, or those of the customer, influenced the emotion of the other. The implications of the study for employees’ happiness and well-being, and for enhanced customer service relations, are discussed.