Effects of Employees’ Positive Affective Displays on Customer Loyalty Intentions: An Emotions-as-Social-Information Perspective

By Ze Wang, Surendra N. Singh, Y. Li, S. Mishra, Maureen L. Ambrose, M. Biernat. 2017

133 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/627153b314e7d804fe1b7ce1f00d6dc8ef642e24

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Xiao‐Yu Liu
2. Nai‐Wen Chi
3. Dwayne D. Gremler
4. Jinsoo Hwang

In Social Psychology

1. Garrett M. Shipley
2. Xiao‐Yu Liu
3. Nai‐Wen Chi
4. Dwayne D. Gremler
5. Neeraj Bharadwaj

In Sociology and Political Science

1. Garrett M. Shipley
2. Xiao‐Yu Liu
3. Nai‐Wen Chi
4. Dwayne D. Gremler
5. Neeraj Bharadwaj
6. Jinsoo Hwang

Citations in the corpus

• Salesperson communication effectiveness in a digital sales interaction (2020, background): “…“service with a smile” maxim relies on human raters to manually code the facial expressions of frontline employees (Du, Fan, & Feng, 2011; Pugh, 2001; Wang et al., 2017), recent efforts deploy convolutional neural networks to automate the facial coding process, extract the sender's facial…”
• Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects (2019, background): “…word of mouth through a (positive) emotional contagion process (e.g., Barger and Grandey 2006; Hennig-Thurau et al. 2006; Tsai and Huang 2002; Wang et al. 2017), whereas employee negative emotions are associated with negative customer outcomes through negative emotional contagion (Du, Fan,…”