The Role of Customer Personality Traits on the Display of Positive Emotions

The Role of Customer Personality Traits on the Display of Positive Emotions

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 emoti...

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Bibliographic Details
Main Authors: TAN, Hwee Hoon, FOO, Maw Der, KWEK, M. H.
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2003
Subjects:
Organizational Behavior and Theory
Sales and Merchandising
Online Access:https://ink.library.smu.edu.sg/lkcsb_research/2829
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Institution: Singapore Management University
Language: English
Description
Summary: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.

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