High level of service quality has an important impact on improving customer satisfaction and enhancing enterprise competitiveness. To make the measurement of customer perceived effects in the service process more reliable and valid, this study investigated the influence of employees’ emotions on their service quality by simulating airport inquiry services under different work intensity situations based on service contact theory and emotional infection theory, using a combination of human physiological measurements and questionnaire surveys. The results showed that in the initial stage of the service process, employees’ emotions became negative as the working time increased. The higher the work intensity, the faster the employee's mood changed from positive to negative, and the faster the service quality level decreased. The results of the study provide an empirical basis for the rational arrangement of employees’ working time and intensity, as well as effective suggestions for improving employees’ service quality.