ORGANIZATIONAL AFFECTIVE TONE: A MESO PERSPECTIVE ON THE ORIGINS AND EFFECTS OF CONSISTENT AFFECT IN ORGANIZATIONS

• 成果类型: Article
• 署名作者: Knight, Andrew P.; Menges, Jochen I.; Bruch, Heike
• 署名单位: Washington University (WUSTL); WHU - Otto Beisheim School of Management; University of St Gallen
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/amj.2016.0671
• 发表日期: 2018
• 页码: 191-219
• 关键词: EMOTIONAL LABOR; STATISTICAL CONTROL; CUSTOMER DELIGHT; positive affect; WORK STRESS; JOB DEMANDS; performance; IMPACT; contagion; FRAMEWORK

摘要

Grounded in an open systems perspective, we build and test new theory about how the kinds of industries in which an organization participates influence organizational affective tone and connect to workforce strain. We propose that the more an organization's activities lie in consumer-centric industries (e.g., service, retail), the more positive and less negative the organization's affective tone. We connect consumer-centric industry participation and affective tone by explaining how personnel policies and organizational structure generate and sustain consistent positive and negative affect throughout an organization. Additionally, we examine the effects of organizational affective tone on workforce strain. The results of a survey-based study of 24,015 human resource managers, top management team members, and employees of 161 firms largely support our predictions. We discuss the implications of considering macro contextual factors for understanding affect in organizations.