The Effects of Customer Personality Traits on the Display of Positive Emotions
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.
Organizational Behavior and Theory | Sales and Merchandising
Organisational Behaviour and Human Resources
Academy of Management Journal
Academy of Management
TAN, Hwee Hoon; FOO, Maw Der; and KWEK, Min Hui.
The Effects of Customer Personality Traits on the Display of Positive Emotions. (2004). Academy of Management Journal. 47, (2), 287-296. Research Collection Lee Kong Chian School Of Business.
Available at: http://ink.library.smu.edu.sg/lkcsb_research/2671