The Role of Customer Personality Traits on the Display of Positive Emotions
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.
Organizational Behavior and Theory | Sales and Merchandising
Organisational Behaviour and Human Resources
Academy of Management Annual Meeting, Seattle, 1-6 August 2003
City or Country
Seattle, WA, USA
TAN, Hwee Hoon; FOO, Maw Der; and KWEK, M. H..
The Role of Customer Personality Traits on the Display of Positive Emotions. (2003). Academy of Management Annual Meeting, Seattle, 1-6 August 2003. Research Collection Lee Kong Chian School Of Business.
Available at: http://ink.library.smu.edu.sg/lkcsb_research/2829