You Are Forgiven: Cause Uncontrollability and Negative Emotional Contagion

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.


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.


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


NA - Advances in Consumer Research Volume 41 | 2013

Share Proceeding

Featured papers

See More


Dimming the Light Offers A Creative Lens: The Impact of Ambient Illuminance on Creativity Assessment

Chen Wang, Drexel University, USA
Ravi Mehta, University of Illinois at Urbana-Champaign, USA
Rui (Juliet) Zhu, Cheung Kong Graduate School of Business, China
Jennifer Argo, University of Alberta, Canada

Read More


M3. #FOMO: How the Fear of Missing Out Drives Consumer Purchase Decisions

Michelle van Solt, Florida International University
Jessica Rixom, University of Nevada, Reno
Kimberly Taylor, Florida International University

Read More


L2. Wish List Thinking: The Role of Psychological Ownership in Consumer Likelihood to Purchase or Remove a Product from an Online Wish List

Christopher Groening, Kent State University, USA
Jennifer Wiggins, Kent State University, USA
Iman Raoofpanah, Kent State University, USA

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.