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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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

id	sg-smu-ink.lkcsb_research-3828
record_format	dspace
spelling	sg-smu-ink.lkcsb_research-38282010-09-24T09:24:03Z The Role of Customer Personality Traits on the Display of Positive Emotions TAN, Hwee Hoon FOO, Maw Der KWEK, M. H. 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. 2003-08-01T07:00:00Z text https://ink.library.smu.edu.sg/lkcsb_research/2829 Research Collection Lee Kong Chian School Of Business eng Institutional Knowledge at Singapore Management University Organizational Behavior and Theory Sales and Merchandising
institution	Singapore Management University
building	SMU Libraries
continent	Asia
country	Singapore Singapore
content_provider	SMU Libraries
collection	InK@SMU
language	English
topic	Organizational Behavior and Theory Sales and Merchandising
spellingShingle	Organizational Behavior and Theory Sales and Merchandising TAN, Hwee Hoon FOO, Maw Der KWEK, M. H. The Role of Customer Personality Traits on the Display of Positive Emotions
description	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.
format	text
author	TAN, Hwee Hoon FOO, Maw Der KWEK, M. H.
author_facet	TAN, Hwee Hoon FOO, Maw Der KWEK, M. H.
author_sort	TAN, Hwee Hoon
title	The Role of Customer Personality Traits on the Display of Positive Emotions
title_short	The Role of Customer Personality Traits on the Display of Positive Emotions
title_full	The Role of Customer Personality Traits on the Display of Positive Emotions
title_fullStr	The Role of Customer Personality Traits on the Display of Positive Emotions
title_full_unstemmed	The Role of Customer Personality Traits on the Display of Positive Emotions
title_sort	role of customer personality traits on the display of positive emotions
publisher	Institutional Knowledge at Singapore Management University
publishDate	2003
url	https://ink.library.smu.edu.sg/lkcsb_research/2829
_version_	1770570575367897088

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

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