Journal of Applied Sciences1812-56541812-5662Asian Network for Scientific Information10.3923/jas.2016.302.310HuangKai-Ping YangChang-Lin WangKaren Yuan 72016167Emotional contagion has a great influence on service communications. The regulation of emotions helps the front line service employee
to meet the demands of the customers successfully and hence, helps the organisations to achieve their goals. An analysis of the
significance of emotional contagion in service interactions has been done, which also helps to develop a clear understanding in relation
to deep acting as well as surface acting. It was seen that customer satisfaction is the most important as well as the most appropriate
indicator or predictor of customer loyalty. Although, surface acting is negatively related to customer satisfaction, deep acting is
optimistically related to customer satisfaction. Moreover, regulation of emotions helps the service personnel to display the appropriate
emotions in front of the target customers, which in accordance with rules of the organisation. It also helps the service personnel to
maintain proper work-life balance. Results also show that motivation also helps individuals to regulate emotions successfully and hence,
ensure customer satisfaction.]]>Hoffmann, E.A.,201657152173Vijayalakshmi, V. and S. Bhattacharyya,201227363374Szekely, R.D. and A.C. Miu,2015296475Medler-Liraz, H. and D. Yagil,2013153261278Barsade, S.G.,200247644675Tamir, M.,2011337Hasford, J., D.M. Hardesty and B. Kidwell,201552836847Azman, S. and B. Gomiscek,201526888904Tee, E.Y.J.,201526654670Visser, V.A., D. van Knippenberg, G.A. van Kleef and B. Wisse,201324172188Hattula, J.D., W. Herzog, D.W. Dahl and S. Reinecke,201552235252Fisher, R.J. and Y. Ma,201441436450Rempala, D.M.,20134315281537Becker, W.J. and R. Cropanzano,201536232249Lin, M.Q., L.S. Huang and Y.F. Chiang,200828755767Lambrecht, L., B. Kreifelts and D. Wildgruber,201428452469Dixon-Gordon, K.L., A. Aldao and A. De Los Reyes,20152913141325Grant, A.M.,20135617031723Quaglia, J.T., R.J. Goodman and K.W. Brown,20152914661474Hopp, H., S. Rohrmann and V. Hodapp,20122184105Martin, P.Y., D. Schrock, M. Leaf and C.V. Rohr,20082008pp: 44-60pp: 44-60Urban, G.L.,200524155159Lerner, J.S., Y. Li, P. Valdesolo and K.S. Kassam,201566799823Von Gilsa, L., D. Zapf, S. Ohly, K. Trumpold and S. Machowski,201423884896Kleinbaum, A.M., A.H. Jordan and P.G. Audia,20152612261242Scott, B.A., C.M. Barnes and D.T. Wagner,201255905926Hogue, M., J. Levashina and H. Hang,2013117399411Grandey, A.A., G.M. Fisk, A.S. Mattila, K.J. Jansen and L.A. Sideman,2005963855Gross, J.J. and R.A. Thompson,20072007pp: 3-24pp: 3-24Pizarro, D.,200030355375Talmi, D. and C. Frith,2007446865866Wang, K.L. and M. Groth,201499341350Bhave, D.P. and T.M. Glomb,201642722741Hur, W.M., Y. Kim and K. Park,201320146156Wessel, J.L. and D.D. Steiner,201568709730Hur, W.M., T.W. Moon and Y.S. Jung,2015297180Kanfer, R. and T.M. Kantrowitz,20022002pp: 443-472pp: 443-472Koval, P., E.A. Butler, T. Hollenstein, D. Lanteigne and P. Kuppens,201529831851Grandey, A.A.,2003468696Scott, B.A. and C.M. Barnes,201154116136Hulsheger, U.R. and A.F. Schewe,201116361389Zapf, D.,200212237268Totterdell, P. and D. Holman,200385573Spencer, S. and D.E. Rupp,200994429444Goldberg, L.S. and A.A. Grandey,200712301318Zhao, X.R., A.S. Mattila and N.N. Ngan,201455422432Roy, S.K., A. Eshghi and A. Quazi,201414161182Ashforth, B.E. and M.A. Tomiuk,20002000pp: 184-203pp: 184-203Rahul, T. and R. Majhi,201421570580Turel, O. and A. Serenko,200630314331Huang, P.F. and C.W. Dai,201086879Du, J., X. Fan and T. Feng,201417326338Eklof, J.A.,20002000