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Title: A Markov chain analysis of emotional exchange in voice-to-voice communication: Testing for the mimicry hypothesis of emotional contagion
Author: Rueff-Lopes, Rita
Navarro Cid, José
Caetano, Antonio
Junça Silva, Ana
Keywords: Imitació
Anàlisi seqüencial
Sequential analysis
Issue Date: 4-Dec-2014
Publisher: Wiley
Abstract: Mimicry is a central plank of the emotional contagion theory; however, it was only tested with facial and postural emotional stimuli. This study explores the existence of mimicry in voice-to-voice communication by analyzing 8,747 sequences of emotional displays between customers and employees in a call-center context. We listened live to 967 telephone inter-actions, registered the sequences of emotional displays, and analyzed them with a Markov chain. We also explored other propositions of emotional contagion theory that were yet to be tested in vocal contexts. Results supported that mimicry is significantly present at all levels. Our findings fill an important gap in the emotional contagion theory; have practical implications regarding voice-to-voice interactions; and open doors for future vocal mimicry research.
Note: Versió postprint del document publicat a:
It is part of: Human Communication Research, 2014
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ISSN: 0360-3989
Appears in Collections:Articles publicats en revistes (Psicologia Social i Psicologia Quantitativa)

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