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Effects of Employees’ Positive Affective Displays on Customer Loyalty Intentions: An Emotions-as-Social-Information Perspective
- Source :
- Academy of Management Journal. 60:109-129
- Publication Year :
- 2017
- Publisher :
- Academy of Management, 2017.
-
Abstract
- Employees’ positive affective displays have been widely used as a strategic tool to enhance service experience and strengthen customer relationships. Companies have primarily focused their employee...
- Subjects :
- Strategy and Management
05 social sciences
Perspective (graphical)
Advertising
Emotional contagion
General Business, Management and Accounting
Loyalty business model
Service experience
Management of Technology and Innovation
0502 economics and business
050211 marketing
Business and International Management
Social information
Psychology
050203 business & management
Subjects
Details
- ISSN :
- 19480989 and 00014273
- Volume :
- 60
- Database :
- OpenAIRE
- Journal :
- Academy of Management Journal
- Accession number :
- edsair.doi...........fa4b6ed0f3669cc632890e1697beed02