Select the best term to describe the following examples.

S. Douglas Pugh and colleagues found that customers seemed to "catch" the feelings of bank employees. When employees greeted customers, smiled at them, made eye contact, and thanked them, ratings of service quality increased.

The emotional state of an individual can be affected by the exposure to emotional expressions of others around which means that the emotional state can be transferred from one person to another even in online interactions through a process called emotional contagion.

Emotional contagion implies an individual connecting its emotions to others' moods which is likely to be reflected in both parties' behavior.

Select the best term to describe the following examples. S. Douglas Pugh and colleagues found that customers seemed to "catch" the feelings of bank employees. When employees greeted customers, smiled at them, made eye contact, and thanked them, ratings of service quality increased.

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Select the best term to describe the following examples.

S. Douglas Pugh and colleagues found that customers seemed to "catch" the feelings of bank employees. When employees greeted customers, smiled at them, made eye contact, and thanked them, ratings of service quality increased.