Past empirical evidence has indicated that employee affective delivery can influence customer reactions (e.g., customer satisfaction, service quality evaluation). This study extends previous research by empirically examining mediating processes underlying the relationship between employee affective delivery and customer behavioral intentions. Data were collected from 352 employee-customer pairs in 169 retail shoe stores in Taiwan. Results showed that the influence of employee affective delivery on customers' willingness to return to the store and pass positive comments to friends was indirect through the mediating processes of customer in-store positive moods and perceived friendliness. The study also indicated that employee affective delivery influences customers' time spent in store, which, in turn, influences customer behavioral intentions.
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 service friendliness and employees’ displayed positive emotions. The study also indicated that employees’ positive emotional displays would increase customer willingness to return to the store and pass positive comments to friends.
Past empirical evidence has demonstrated that employees' positive mood states predict task performance. This study extends previous research by proposing and testing a model that examines mediating processes underlying the relationship between employee positive moods and task performance. Two longitudinal studies used data collected from 306 (Study 1) and 263 (Study 2) insurance sales agents in Taiwan. The results showed that employee positive moods predicted task performance indirectly through both interpersonal (helping other coworkers and coworker helping and support) and motivational (self-efficacy and task persistence) processes.
Extending previous research regarding the relationship between leader positive moods and team performance, the present study examined 2 mediating mechanisms that explain the leader positive moods-team performance linkage: transformational leadership, and positive group affective tone. Data were collected from 85 sales teams (85 team leaders, 365 team members). Structural equation modeling analyses were performed to test the hypotheses. The results showed that leader positive moods not only directly enhanced team performance, but also indirectly led to improved team performance through the explicit mediating process (i.e., transformational leadership) and the implicit mediating process (i.e., positive group affective tone). Theoretical and practical implications are discussed.j asp_767 1421..1454In recent years, research interests pertaining to how leader positive moods influence team members' feelings and behaviors have grown rapidly (e.g.,
Applicant impression management tactics have been shown to positively influence interviewer evaluations.This study extends previous research by examining the moderating roles of interview structure, customercontact requirement, and interview length in real employment interviews for actual job openings. Results from 151 applicants of 25 firms showed that the more structured the interview, the weaker the relationship between applicant nonverbal tactics and interviewer evaluation. In addition, when the extent of customer contact required for a job was relatively low, the influence of applicant self-focused tactics on interviewer evaluation was minimized. Furthermore, when the interview was of longer duration, the effects of applicant self-focused tactics became insignificant.
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