Positive Emotions of Human Service Employees

摘要

While the role of customer service employees is important as they can add value to the products and services in an organization, information technology (IT), artificial intelligence (AI), and automated machines may be more productive than employees. Thus, employees may perceive role conflict. According to previous studies, the perception of role conflict by employees reduces trust in organizations and task performance. This study shows that positive emotion, such as the affective delivery of customer service employees, serves a buffering function and provides a useful antidote in the workplace. Conversely, negative emotion, such as emotional exhaustion due to role conflict, devastates the intrinsic motivation of employees.