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https://scholarbank.nus.edu.sg/handle/10635/44586
| Title: | The effects of customer personality traits on the display of positive emotions | Authors: | Tan, H.H. Foo, M.D. Kwek, M.H. |
Issue Date: | 2004 | Citation: | Tan, H.H.,Foo, M.D.,Kwek, M.H. (2004). The effects of customer personality traits on the display of positive emotions. Academy of Management Journal 47 (2) : 287-296. ScholarBank@NUS Repository. | 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. | Source Title: | Academy of Management Journal | URI: | http://scholarbank.nus.edu.sg/handle/10635/44586 | ISSN: | 00014273 |
| Appears in Collections: | Staff Publications |
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