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  1. Consider the impact of emotions on customer service.  What is the effect of emotions and moods on customer satisfaction, and how does the concept of emotional contagion enter into this? Be sure to give an example in your explanation.
  2. What is the prevalent mood of your workplace?  Consider your observations of three employees at your place of work.  Attempt to assess their moods and the impact these moods have on behavior throughout the day.  How well did their initial mood predict their behaviors later in the day?  What could you have done, if you were the manager, to change these moods and behaviors in a positive way? Do you feel that your observations are based on their mood or their personality type in general? Explain.

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