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RESEARCH NOTES. BUSY STORES AND DEMANDING CUSTOMERS: HOW DO THEY AFFECT THE DISPLAY OF POSITIVE EMOTION?
Abstract
This study replicates and extends our prior research on expressed emotions. We propose that the levels of a store's busyness and customer demand influence the emotions service employees express dur...
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Citations
Cited by
Organizational Behavior: Affect in the Workplace
Brief, A. P., & Weiss, H. M. (2002) · Annual Review of Psychology · doi:10.1146/annurev.psych.53.100901.135156 · Cited by 1,797
SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.
Pugh, S. D. (2001) · Academy of Management Journal · doi:10.2307/3069445 · Cited by 1,393
The relation between emotional intelligence and job performance: A meta-analysis
O'Boyle, E. H., Humphrey, R. H., Pollack, J. M., Hawver, T. H., & Story, P. A. (2011) · Journal of Organizational Behavior · doi:10.1002/job.714 · Cited by 1,122
The Sociology of Emotional Labor
Wharton, A. S. (2009) · Annual Review of Sociology · doi:10.1146/annurev-soc-070308-115944 · Cited by 801
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
The Simulation of Smiles (SIMS) model: Embodied simulation and the meaning of facial expression
Niedenthal, P. M., Mermillod, M., Maringer, M., & Hess, U. (2010) · Behavioral and Brain Sciences · doi:10.1017/s0140525x10000865 · Cited by 618
Service with A Smile and Encounter Satisfaction: Emotional Contagion and Appraisal Mechanisms
Barger, P. B., & Grandey, A. A. (2006) · Academy of Management Journal · doi:10.5465/amj.2006.23478695 · Cited by 503
Mechanisms linking employee affective delivery and customer behavioral intentions.
Tsai, W.-C., & Huang, Y.-M. (2002) · Journal of Applied Psychology · doi:10.1037/0021-9010.87.5.1001 · Cited by 461
A classification of controlled interpersonal affect regulation strategies.
Niven, K., Totterdell, P., & Holman, D. (2009) · Emotion · doi:10.1037/a0015962 · Cited by 364
Distinguishing between service relationships and encounters.
Gutek, B. A., Bhappu, A. D., Liao-Troth, M. A., & Cherry, B. (1999) · Journal of Applied Psychology · doi:10.1037/0021-9010.84.2.218 · Cited by 346
Leadership Complexity and Development of the leaderplex Model
Hooijberg, R., (Jerry) Hunt, J. G., & Dodge, G. E. (1997) · Journal of Management · doi:10.1177/014920639702300305 · Cited by 339
Bots with Feelings: Should AI Agents Express Positive Emotion in Customer Service?
Han, E., Yin, D., & Zhang, H. (2023) · Information Systems Research · doi:10.1287/isre.2022.1179 · Cited by 307
Managing the emotions of others.
Thoits, P. A. (1996) · Symbolic Interaction · doi:10.1525/si.1996.19.2.85 · Cited by 209
Does regulating others’ feelings influence people’s own affective well-being?
Niven, K., Totterdell, P., Holman, D., & Headley, T. (2012) · The Journal of Social Psychology · doi:10.1080/00224545.2011.599823 · Cited by 88
Barasch, A., Levine, E. E., & Schweitzer, M. E. (2016) · Organizational Behavior and Human Decision Processes · doi:10.1016/j.obhdp.2016.05.006 · Cited by 43
Metadata
- Authors
- Rafaeli, A., & Sutton, R. I.
- Venue
- Academy of Management Journal
- Publisher
- Academy of Management
- Published
- 1990-09-01
- Volume
- 33
- Issue
- 3
- Pages
- 623-637
- ISSN
- 0001-4273 (ISSN-L)
- 1948-0989
- OpenAlex
- W2341004386
- Cited by
- 319
- References
- 0
- FWCI
- 5.84
- 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.
