Existing literature suggests that employees who regularly interact with customers often find this central aspect of their work emotionally draining. Our findings provide a striking contrast by highlighting customer interactions that are not only pleasurable but that also manage to emotionally regenerate frontline service employees. Our ethnographic research demonstrates that several factors influence emotional energy in service interactions, including staff copresence with customers, mutual focus, shared mood, and barriers to outsiders. In addition, service employees’ experience of autonomy and status in interactions plays an important role in influencing their emotional energy. Based on these insights, we design a framework for service organizations to manage a crucial asset: the emotional energy of frontline service employees.

中文翻译：

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EXPRESS：情感能量：当客户互动为服务员工注入活力时


现有文献表明，经常与客户互动的员工经常会发现他们工作的这一核心方面让人精疲力竭。我们的研究结果形成了鲜明的对比，强调客户互动不仅令人愉快，而且还能够使一线服务员工的情绪得到恢复。我们的人种学研究表明，有几个因素会影响服务互动中的情绪能量，包括员工与客户的共处、相互关注、共同的情绪以及对外来者的障碍。此外，服务员工在互动中的自主体验和地位对其情绪能量也起着重要的影响。基于这些见解，我们为服务组织设计了一个框架来管理一项重要资产：一线服务员工的情感能量。