The Business Times

Ke Michael Mai

Employees in a good mood expect good things to happen to them. This is disconfirmed when employees encounter mistreatment from customers. In contrast, when employees are in a neutral state, they are able to take the mistreatment more in their stride and react less intensely compared to their happy counterparts.
WORKING LIFE

When being a happy worker may be counter-productive

For customer service professionals, “feeling happy” at work sets them up to suffer more when they meet with angry or abusive behaviour,...

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