Determinants and consequences of employee displayed positive emotions

Wei‐Chi Tsai

348 citations0/0 files storedJournal of Management

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Emotional Labor in Professions Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior

Abstract

This study examined whether the psychological climate for service friendliness correlated positively with employee displayed positive emotions, and whether such positive emotional displays influenced customer purchase decision and customer reactions concerning an organization. Data were collected from 290 sales clerks in 156 retail shoe stores in Taiwan, and from 284 customers who were served by one of the sales clerks. Results indicated a positive relationship between psychological climate for service friendliness and employees’ displayed positive emotions. The study also indicated that employees’ positive emotional displays would increase customer willingness to return to the store and pass positive comments to friends.

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References

1988Development and validation of brief measures of positive and negative affect: The PANAS scales.1988Development and validation of brief measures of positive and negative affect: The PANAS scales.1985A Conceptual Model of Service Quality and Its Implications for Future Research 1960The Norm of Reciprocity: A Preliminary Statement 1996The Behavioral Consequences of Service Quality 1984Research in Organizational Behavior 2008Social psychology: handbook of basic principles 1997Social psychology: handbook of basic principles

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