Publication Type

Journal Article

Version

publishedVersion

Publication Date

4-2004

Abstract

Evidence is presented that customers shape their own service experiences through their traits and through the display of positive emotions by service providers. It is proposed that customer personality traits play a role in service experience, since customer scan affect service delivery process and outcomes. It is theorized that both the service provider and the customer affect each service interaction. It is asserted that brief encounters can affect outcomes meaningful to service organizations. The relationship for both customer traits that promote the display of positive emotions and those that inhibit these displays are explored. The trait of agreeableness in customers is positively associated with an increase in the display of positive emotions by service providers. In contrast, the behaviors of customers who scored high on the negative affectivity trait are associated with fewer displays of positive emotions by service providers.

Discipline

Organizational Behavior and Theory | Sales and Merchandising

Research Areas

Organisational Behaviour and Human Resources

Publication

Academy of Management Journal

Volume

47

Issue

2

First Page

287

Last Page

296

ISSN

0001-4273

Identifier

10.2307/20159579

Publisher

Academy of Management

Additional URL

https://doi.org/10.2307/20159579

Download

Share

COinS