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Ms Karen Dallimore
Business
University of Southern Queensland

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  1. The effectiveness of reappraisal as an emotional regulation technique for minimizing negative emotional contagion during angry complaint interactions
  2. Does emotional regulation training work during angry service encounters?
  3. The influence of angry customer outbursts on service providers’ facial displays and affective states

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1The influence of angry customer outbursts on service providers’ facial displays and affective states
2Does emotional regulation training work during angry service encounters?
3The effectiveness of reappraisal as an emotional regulation technique for minimizing negative emotional contagion during angry complaint interactions