A Markov Chain Analysis of Emotional Exchange in Voice-to-Voice Communication: Testing for the Mimicry Hypothesis of Emotional Contagion

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 tovoice communication by analyzing 8747 sequences of emotional displays between customers and employees in a callcenter context.We listened live to 967 telephone interactions, registered the sequences of emotional displays and analyzed them with a Markov chain.We also explored other propositions of the 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 voicetovoice interactions, and open doors for future vocal mimicry research.Emotional contagion in voice-to-voice