Emotional Contagion in Hospitality: How Nonverbal Communication Shapes Guest Experiences
Whether it’s a hotel, restaurant, or resort, the collective energy of the staff shapes the overall guest perception. Positive Emotions are infectious, but so are negative ones.
Emotional contagion—the psychological phenomenon where people unconsciously “catch” the emotions of others—plays a profound role in hospitality.
After having spent 10 years teaching both big kids and little kids (elementary school and university), I began my neuroscience research journey to understand how the brain works and how to make it work better. I recognize that not everyone is as geeky as I am, but I believe most of us want to optimize brain function for as long as we can. Beyond my work, I live in Naples, Florida and enjoy anything in the sunshine.
