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

• 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
• Institution: Singapore Management University

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...