Rater mood and employee emotional expression in a customer service scenario: interactions and implications for performance review outcomes

Abstract

This laboratory study examined mood and affect intensity of raters, employee gender and emotional expression, and their impact on a performance review outcome in a customer service scenario. Rater mood, rater affect intensity, and employee emotional expression all interacted to predict the amount of raise assigned, and the effect was intensified when the rater was affectively intense. Employee emotional expression and the interaction between gender and strength of expressed affect also significantly predicted outcomes.