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 delivery behaviors, customer satisfaction, and sales performance.
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Contributors
- Christoforou, Paraskevi S. (Author)
- Ashforth, Blake (Author)
- W.P. Carey School of Business (Contributor)
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The date the item was original created (prior to any relationship with the ASU Digital Repositories.)
2015-01-01
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Identifier
- Digital object identifier: 10.1037/a0036871
- Identifier TypeInternational standard serial numberIdentifier Value8750-7587
- Identifier TypeInternational standard serial numberIdentifier Value1522-1601
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- Copyright 2015 American Psychological Association. This article may not exactly replicate the final version published in the APA journal. It is not the copy of record. The final published version can be viewed at http://dx.doi.org/10.1037/a0036871, opens in a new window
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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