The effects of customer personality traits on the display of positive emotions

• 成果类型: Article; Proceedings Paper
• 署名作者: Tan, HH; Foo, MD; Kwek, MH
• 署名单位: National University of Singapore
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• 发表日期: 2004
• 页码: 287-296
• 关键词: NEGATIVE AFFECTIVITY; job-satisfaction; thin slices; CONSEQUENCES; performance; experience; disposition; attitudes; BEHAVIOR; STORES

摘要

We extended past research on the display of positive emotions within customer service settings by focusing on customer traits. Adopting an emotional contagion perspective, we found that customer traits relate to the display of positive emotions by the service provider. This display of positive emotions was also found to relate to customer satisfaction. Implications for emotion management and service personnel training are discussed.