The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.
Determinants and consequences of employee displayed positive emotions
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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Cites
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The Behavioral Consequences of Service Quality
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Wierzbicka, A. (2004) · Emotion and culture: Empirical studies of mutual influence. · doi:10.1037/10152-004 · Cited by 275
Cited by
Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006) · Journal of Marketing · doi:10.1509/jmkg.70.3.058 · Cited by 1,049
7 Emotion in Organizations: A Review and Theoretical Integration
Elfenbein, H. A. (2007) · Academy of Management Annals · doi:10.5465/078559812 · Cited by 1,035
The Sociology of Emotional Labor
Wharton, A. S. (2009) · Annual Review of Sociology · doi:10.1146/annurev-soc-070308-115944 · Cited by 801
A Social Interaction Model Of The Effects Of Emotion Regulation On Work Strain
CÔTÉ, S. (2005) · Academy of Management Review · doi:10.5465/amr.2005.17293692 · Cited by 669
Emotional Labor at a Crossroads: Where Do We Go from Here?
Grandey, A. A., & Gabriel, A. S. (2015) · Annual Review of Organizational Psychology and Organizational Behavior · doi:10.1146/annurev-orgpsych-032414-111400 · Cited by 664
Metadata
- Authors
- Tsai, W.
- Venue
- Journal of Management
- Publisher
- SAGE Publications
- Published
- 2001-08
- Volume
- 27
- Issue
- 4
- Pages
- 497-512
- ISSN
- 0149-2063 (ISSN-L)
- OpenAlex
- W2056932995
- Cited by
- 348
- References
- 5
- FWCI
- 35.36
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
