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| Author: | Tsai, W-C. |
| Title: | Determinants and consequences of employee displayed positive emotions |
| Journal: | Journal of Management
2001 : VOL. 27:4, p. 497-512 |
| Index terms: | CUSTOMER RELATIONS EMOTIONS EMPLOYEE ATTITUDES ORGANIZATIONAL PSYCHOLOGY SERVICE |
| Language: | eng |
| Abstract: | 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. |
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