Service Without a Smile: Comparing the Consequences of Neutral and Positive Display Rules

• 成果类型: Article
• 署名作者: Trougakos, John P.; Jackson, Christine L.; Beal, Daniel J.
• 署名单位: University of Toronto; Purdue University System; Purdue University; Rice University
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/a0021880
• 发表日期: 2011
• 页码: 350-362
• 关键词: display rules; expression suppression; EMOTIONAL LABOR; Emotional regulation; Job performance

摘要

We used an experimental design to examine the intrapersonal and interpersonal processes through which neutral display. rules, compared to positive display rules, influence objective task performance of poll workers and ratings provided by survey respondents of the poll workers. Student participants (N = 140) were trained to adhere to 1 of the 2 display rule conditions while delivering opinion surveys to potential patrons of an organization during a 40-min period. Results showed that, compared to positive display rules, neutral display rules resulted in less task persistence and greater avoidance behavior. These effects were mediated through a greater use of expression suppression. In addition, neutral display rules resulted in less positive respondent mood, which accounted for lower ratings of service quality and of overall favorability attitudes toward the sponsoring organization. The importance and ubiquity of neutral display rules are discussed, given the potential for positive and negative consequences at work.