政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/10274

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政大機構典藏 > 商學院 > 企業管理學系 > 期刊論文 > Item 140.119/10274

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/10274

Title:	Determinants and consequences of employee displayed positive emotions
Authors:	蔡維奇 Wei-Chi Tsai
Date:	2001
Issue Date:	2008-11-25 10:45:56 (UTC+8)
Abstract:	This study examined whether the psychological climate for service friendliness correlated positively with employee displayed positive emotions, and whether such positive emotional displays influenced customer purchase decision and customer reactions concerning an organization. Data were collected from 290 sales clerks in 156 retail shoe stores in Taiwan, and from 284 customers who were served by one of the sales clerks. Results indicated a positive relationship between psychological climate for service friendliness and employees’ displayed positive emotions. The study also indicated that employees’ positive emotional displays would increase customer willingness to return to the store and pass positive comments to friends.
Relation:	Journal of Management, 27(4), 497-512
Data Type:	article
Appears in Collections:	[企業管理學系] 期刊論文

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