Determinants and consequences of employee displayed positive emotions

  title={Determinants and consequences of employee displayed positive emotions},
  author={Wei-Chi Tsai},
  journal={Journal of Management},
  pages={497 - 512}
  • Wei-Chi Tsai
  • Published 1 August 2001
  • Psychology
  • Journal of Management
This study examined whether the psychological climate for service friendliness correlated positively with employee displayed positive emotions, and whether such positive emotional displays influenced customer purchase decision and customer reactions concerning an organization. Data were collected from 290 sales clerks in 156 retail shoe stores in Taiwan, and from 284 customers who were served by one of the sales clerks. Results indicated a positive relationship between psychological climate for… 

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This research was partially supported by the organizations in which the study was accomplished; we thank them for their financial and psychological assistance. Bruce Katcher and Hannah Hirsh helped