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| Author: | Kelley, S. Hoffman, D. |
| Title: | An investigation of positive affect, prosocial behaviors and service quality |
| Journal: | Journal of Retailing
1997 : FALL, VOL. 73:3, p. 407-428 |
| Index terms: | RETAILING SERVICE QUALITY RESEARCH |
| Language: | eng |
| Abstract: | This research investigates the relationships among service provider and customer positive affect, employee- and customer-directed prosocial behavior commonly exhibited in the context of service delivery. In addition, employee and customer perceptions of service quality are considered. Three studies are presented. The principle findings indicate that employee positive affect is positively related to employee perceptions of altruistic organizational citizenship behavior and customer-oriented behavior. |
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