EFFECTS OF EMPLOYEES' POSITIVE AFFECTIVE DISPLAYS ON CUSTOMER LOYALTY INTENTIONS: AN EMOTIONS-AS-SOCIAL-INFORMATION PERSPECTIVE
成果类型：
Article
署名作者：
Wang, Ze; Singh, Surendra N.; Li, Yexin Jessica; Mishra, Sanjay; Ambrose, Maureen; Biernat, Monica
署名单位：
State University System of Florida; University of Central Florida; University of Kansas; University of Kansas; University of Kansas; University of Kansas Medical Center; University of Kansas; State University System of Florida; University of Central Florida; University of Kansas
刊物名称：
ACADEMY OF MANAGEMENT JOURNAL
ISSN/ISSBN：
0001-4273
DOI：
10.5465/amj.2014.0367
发表日期：
2017
页码：
109-129
关键词：
individual-differences
IMPRESSION-FORMATION
service quality
performance
contagion
SMILE
MODEL
identification
satisfaction
strategies
摘要：
Employees' positive affective displays have been widely used as a strategic tool to enhance service experience and strengthen customer relationships. Companies have primarily focused their employee training programs on two dimensions of display: intensity and authenticity. Yet there is limited research on when, how, and why these two dimensions affect customer reactions. Drawing on the emotions as social information (EASI) framework (Van Kleef, 2009), we develop a conceptual model in which display intensity and display authenticity differentially influence customer loyalty by changing customers' affective reactions and cognitive appraisals. Further, we propose that the relative impact of either dimension depends on customers' motivation to understand the environment deeply and accurately (i.e., their epistemic motivation). We tested our model in one field study and one laboratory study. Results across these two studies provide consistent support for the proposed model and advance our understanding about how different dimensions of employees' positive affective displays enhance customer reactions. Thus, findings of this research contribute to knowledge on the interpersonal effects of emotions in customer-employee interactions.