Description

We argue that the strength with which the organization communicates expectations regarding the appropriate emotional expression toward customers (i.e., explicitness of display rules) has an inverted U-shaped relationship with service

We argue that the strength with which the organization communicates expectations regarding the appropriate emotional expression toward customers (i.e., explicitness of display rules) has an inverted U-shaped relationship with service delivery behaviors, customer satisfaction, and sales performance. Further, we argue that service organizations need a particular blend of explicitness of display rules and role discretion for the purpose of optimizing sales performance.

application/pdf

Download count: 0

Details

Contributors
Date Created
  • 2015-01-01
Resource Type
  • Text
  • Collections this item is in
    Identifier
    • Digital object identifier: 10.1037/a0036871
    • Identifier Type
      International standard serial number
      Identifier Value
      8750-7587
    • Identifier Type
      International standard serial number
      Identifier Value
      1522-1601
    Note

    Citation and reuse

    Cite this item

    This is a suggested citation. Consult the appropriate style guide for specific citation guidelines.

    Christoforou, Paraskevi S., & Ashforth, Blake E. (2015). Revisiting the Debate on the Relationship Between Display Rules and Performance: Considering the Explicitness of Display Rules. JOURNAL OF APPLIED PSYCHOLOGY, 100(1), 249-261. http://dx.doi.org/10.1037/a0036871

    Machine-readable links