The effects of customer personality traits on the display of positive emotions

By H. Tan, Maw-Der Foo, Mingda. Kwek. 2004

167 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/73138d64e2f4ed018aa89e2abb093e03c76a5036

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In Organizational Behavior and Human Resource Management

In Social Psychology

In Sociology and Political Science

Citations in the corpus

Building genuine trust through interpersonal emotion management: A threat regulation model of trust and collaboration across boundaries (2007, background): “…suggest that expressing positive moods and positive emotions such as joy, enthusiasm, pleasantness, and calm can influence the degree to which other individuals feel those same emotions (e.g., Barsade, 2002; Bartel & Saavedra, 2002; Hochschild, 1979; Rafaeli & Sutton, 1990; Tan et al., 2004).”
BEYOND PERSONALITY TRAITS: A STUDY OF PERSONALITY STATES AND SITUATIONAL CONTINGENCIES IN CUSTOMER SERVICE JOBS (2011, background): “For example, Tan, Foo, and Kwek (2004) found that customers higher in trait Agreeableness elicited higher levels of warmth and friendliness from retail store cashiers.”
From bad to worse (2012, background): “Furthermore, Tan, Foo, and Kwek (2004) have shown that customers’ affective traits impact the displayed emotions of service providers, which in turn predicts customer satisfaction with the service provider.”
Emotional Intelligence, its Measurement and Implications for the Workplace (2008, background): “In a study of service providers working in fast food outlets in Singapore (Tan et al. 2004), the display of positive emotions by service providers was also linked with customer satisfaction.”
Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects (2019, background): “Rafaeli and Sutton (1989) also theorize that employees’ emotions during service interactions are determined by “transaction-defining cues,” such as customers’ emotions (Tan, Foo, and Kwek 2004).”
Customer reactions to emotional labor: the roles of employee acting strategies and customer detection accuracy (2009, background): “Tan, Foo, and Kwek (2004) reported a link between the extent of employees’ positive emotions (measured by greeting, eye contact, and so forth) and customer satisfaction.”
Emotional Contagion and its Relevance to Individual Behavior and Organizational Processes: A Position Paper (2012, background): “When most of the studies concentrated on the service provider’s role in positive customer evaluations of the product, Tan et al. (2004) focused on the role of customer traits on service experiences (as against Pugh’s (2001) study of employee traits) and the organization’s responsibility in providi”
Emotional Labor at a Crossroads: Where Do We Go from Here? (2015, background): “More specifically, positive expression mimicry has been found between employees and customers and linked to positive moods and then higher performance evaluations (Barger&Grandey 2006, Tan et al. 2004).”
Emotional contagion in organizational life (2018, background): “Tan, Foo, and Kwek (2004) found empirical evidence of the influence of customer trait affect on employees.”
Implicit affect in organizations (2009, background): “Customers who interacted with employees who displayed positive emotion were not only feeling positive themselves but they subsequently rated those employees more positively in terms of service quality (Pugh, 2001) and customer satisfaction (Tan et al., 2004).”