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      Fertigungstechnik 

      Dienstleistungsqualität und Kundenzufriedenheit

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      Springer Berlin Heidelberg

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          Experimental evidence of massive-scale emotional contagion through social networks.

          Emotional states can be transferred to others via emotional contagion, leading people to experience the same emotions without their awareness. Emotional contagion is well established in laboratory experiments, with people transferring positive and negative emotions to others. Data from a large real-world social network, collected over a 20-y period suggests that longer-lasting moods (e.g., depression, happiness) can be transferred through networks [Fowler JH, Christakis NA (2008) BMJ 337:a2338], although the results are controversial. In an experiment with people who use Facebook, we test whether emotional contagion occurs outside of in-person interaction between individuals by reducing the amount of emotional content in the News Feed. When positive expressions were reduced, people produced fewer positive posts and more negative posts; when negative expressions were reduced, the opposite pattern occurred. These results indicate that emotions expressed by others on Facebook influence our own emotions, constituting experimental evidence for massive-scale contagion via social networks. This work also suggests that, in contrast to prevailing assumptions, in-person interaction and nonverbal cues are not strictly necessary for emotional contagion, and that the observation of others' positive experiences constitutes a positive experience for people.
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            The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

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              The critical incident technique.

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                Author and book information

                Book Chapter
                2019
                October 12 2018
                : 649-666
                10.1007/978-3-662-56666-4_31
                7698b14c-1f22-4e42-99ad-048194afc823
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