You Are Forgiven: Cause Uncontrollability and Negative Emotional Contagion

Carmen-Maria Albrecht, University of Mannheim, Germany
Torsten Bornemann, University of Stuttgart, Germany
Julian Würth, University of Mannheim, Germany
Stefan Hattula, University of Stuttgart, Germany
This research investigates how customers catch negative emotions of employees and how customers’ attributions for these negative emotions impact the extent of emotional contagion. The results show that the strength of contagion effects depends on whether an external explanation for the negative affect of the employee is provided or not.
[ to cite ]:
Carmen-Maria Albrecht, Torsten Bornemann, Julian Würth, and Stefan Hattula (2013) ,"You Are Forgiven: Cause Uncontrollability and Negative Emotional Contagion", in NA - Advances in Consumer Research Volume 41, eds. Simona Botti and Aparna Labroo, Duluth, MN : Association for Consumer Research.