Why Does Service With a Smile Make Employees Happy? A Social Interaction Model

• 成果类型: Article
• 署名作者: Kim, Eugene; Yoon, David J.
• 署名单位: University System of Georgia; Georgia Institute of Technology; University of Minnesota System; University of Minnesota Twin Cities
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/a0029327
• 发表日期: 2012
• 页码: 1059-1067
• 关键词: positive displays; emotions; personality; customer service; interpersonal interactions

摘要

Drawing on the social interaction model, we examine the mediating role that the customer's display of positive emotions plays on the relationship between the employee's display of positive emotions and the employee's positive mood. We also examine the moderating role that the customer's personality traits agreeableness, extraversion, and emotional stability play on the relationship between the employee's display of positive emotions and the customer's display of positive emotions. The results show that the customer's display of positive emotions mediates the relationship between the employee's display of positive emotions and the employee's positive mood. In addition, the customer's personality traits moderate the relationship between the employee's display of positive emotions and the customer's display of positive emotions. The customer's display of positive emotions depends less on the employee's display of positive emotions when the customer has high levels of agreeableness and emotional stability than when the customer has low levels of agreeableness and emotional stability.