Effects of Employees' Positive Affective Displays on Customer Loyalty Intentions: An Emotions-As-Social-Information Perspective
dc.contributor.author | Wang, Ze | |
dc.contributor.author | Singh, Surendra N. | |
dc.contributor.author | Li, Yexin Jessica | |
dc.contributor.author | Mishra, Sanjay | |
dc.contributor.author | Ambrose, Maureen | |
dc.contributor.author | Biernat, Monica | |
dc.date.accessioned | 2019-01-29T21:37:55Z | |
dc.date.available | 2019-01-29T21:37:55Z | |
dc.date.issued | 2017 | |
dc.identifier.citation | Wang, Z., Singh, S. N., Li, Y. J., Mishra, S., Ambrose, M., & Biernat, M. (2017). Effects of employees’ positive affective displays on customer loyalty intentions: An emotions-as-social-information perspective. Academy of Management Journal, 60(1), 109-129. | en_US |
dc.identifier.uri | http://hdl.handle.net/1808/27657 | |
dc.description.abstract | Employees’ positive affective displays have been widely used as a strategic tool to enhance service experience and strengthen customer relationships. Companies have primarily focused their employee training programs on two dimensions of display: intensity and authenticity. Yet there is limited research on when, how, and why these two dimensions affect customer reactions. Drawing on the emotions as social information (EASI) framework (Van Kleef, 2009), we develop a conceptual model in which display intensity and display authenticity differentially influence customer loyalty by changing customers’ affective reactions and cognitive appraisals. Further, we propose that the relative impact of either dimension depends on customers’ motivation to understand the environment deeply and accurately (i.e., their epistemic motivation). We tested our model in one field study and one laboratory study. Results across these two studies provide consistent support for the proposed model and advance our understanding about how different dimensions of employees’ positive affective displays enhance customer reactions. Thus, findings of this research contribute to knowledge on the interpersonal effects of emotions in customer–employee interactions. | en_US |
dc.publisher | Academy of Management | en_US |
dc.rights | This is an open access article under the terms of the Creative Commons Attribution-NonCommercial-NoDerivs License 4.0 (CC BY-NC-ND 4.0), which permits use and distribution in any medium, provided the original work is properly cited, the use is non-commercial and no modifications or adaptations are made. | en_US |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | en_US |
dc.subject | Customer loyalty | en_US |
dc.subject | EASI | en_US |
dc.subject | Emotional contagion | en_US |
dc.subject | Employee's affective display | en_US |
dc.title | Effects of Employees' Positive Affective Displays on Customer Loyalty Intentions: An Emotions-As-Social-Information Perspective | en_US |
dc.type | Article | en_US |
kusw.kuauthor | Singh, Surendra N. | |
kusw.kuauthor | Li, Yexin Jessica | |
kusw.kuauthor | Mishra, Sanjay | |
kusw.kuauthor | Biernat, Monica | |
kusw.kudepartment | Business | en_US |
kusw.kudepartment | Psychology | en_US |
dc.identifier.doi | 10.5465/amj.2014.0367 | |
kusw.oaversion | Scholarly/refereed, publisher version | en_US |
kusw.oapolicy | This item meets KU Open Access policy criteria. | en_US |
dc.rights.accessrights | openAccess | en_US |
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Except where otherwise noted, this item's license is described as: This is an open access article under the terms of the Creative Commons Attribution-NonCommercial-NoDerivs License 4.0 (CC BY-NC-ND 4.0), which permits use and distribution in any medium, provided the original work is properly cited, the use is non-commercial and no modifications or adaptations are made.