... that self-reported and ability-based measures of EI influence TCE differently. Participants who had high self-reported EI evaluated positive service encounters as more transcendent than they evaluated negative service encounters. Participants who had high ability-based EI evaluated positive service...

... and that these effects depend on the receivers’ susceptibility to emotional contagion. Online Emoticon Service encounter Emotional contagion Computer-mediated communication Considering the evolution of information and communication technology, CMC is nowadays an inherent part of daily interactions...