Title

The Role of Customer Personality Traits on the Display of Positive Emotions

Publication Type

Conference Paper

Publication Date

8-2003

Abstract

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.

Discipline

Organizational Behavior and Theory | Sales and Merchandising

Research Areas

Organisational Behaviour and Human Resources

Publication

Academy of Management Annual Meeting, Seattle, 1-6 August 2003

City or Country

Seattle, WA, USA

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