It’s part of the job: How webcare agents regulate their emotions during service interactions on Facebook and Twitter

The current study investigates which strategies webcare agents employ to regulate their own emotions when interacting with customers through Facebook and Twitter. Gaining a better understanding of this is important, since (1) customers rely on their emotions when determining how satisfied they are with a service provider and (2) employees can only effectively influence customer emotions if they are able to keep their own emotions in check. By...