The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
UNTANGLING THE RELATIONSHIPS BETWEEN DISPLAYED EMOTIONS AND ORGANIZATIONAL SALES: THE CASE OF CONVENIENCE STORES.
Abstract
It has been proposed that the emotions expressed by role occupants influence the behavior of others. We hypothesized a positive relationship between employees' display of pleasant emotions to customers and sales in retail stores and tested that relationship in a sample of 576 convenience stores. An unexpected negative relationship was observed. A subsequent qualitative study suggested that sales is an indicator of a store's pace, or the amount of time pressure on clerks and customers, and that pace leads to displayed emotions, with norms in busy settings supporting neutral displays and norms in slow settings supporting positive displays. Reanalysis of the quantitative data confirmed that clerks in rapidly paced stores with high sales and long lines were less likely to display positive feelings than clerks in slow-paced stores.
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Cites
Emotion Work, Feeling Rules, and Social Structure
Hochschild, A. R. (1979) · American Journal of Sociology · doi:10.1086/227049 · Cited by 5,962
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Market-Oriented Ethnography: Interpretation Building and Marketing Strategy Formulation
Arnould, E. J., & Wallendorf, M. (1994) · Journal of Marketing Research · doi:10.1177/002224379403100404 · Cited by 1,027
The Sociology of Emotional Labor
Wharton, A. S. (2009) · Annual Review of Sociology · doi:10.1146/annurev-soc-070308-115944 · Cited by 801
The Collective Construction of Work Group Moods
Bartel, C. A., & Saavedra, R. (2000) · Administrative Science Quarterly · doi:10.2307/2667070 · Cited by 678
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
- Sutton, R. I., & Rafaeli, A.
- Venue
- Academy of Management Journal
- Publisher
- Academy of Management
- Published
- 1988-09-01
- Volume
- 31
- Issue
- 3
- Pages
- 461-487
- ISSN
- 0001-4273 (ISSN-L)
- 1948-0989
- OpenAlex
- W1919026880
- Cited by
- 605
- References
- 1
- FWCI
- 27.58
- Type
- journal article
- Language
- en
- Open access
- closed
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