Effects of Employees’ Positive Affective Displays on Customer Loyalty Intentions: An Emotions-as-Social-Information Perspective | Zendy

Ze Wang | Zendy; Surendra N. Singh | Zendy; Yexin Jessica Li | Zendy; Sanjay Mishra | Zendy; Maureen L. Ambrose | Zendy; Monica Biernat | Zendy

Open Access

Effects of Employees’ Positive Affective Displays on Customer Loyalty Intentions: An Emotions-as-Social-Information Perspective

Author(s) -

Ze Wang,

Surendra N. Singh,

Yexin Jessica Li,

Sanjay Mishra,

Maureen L. Ambrose,

Monica Biernat

Publication year - 2015

Publication title -

academy of management journal

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 11.193

H-Index - 318

eISSN - 1948-0989

pISSN - 0001-4273

DOI - 10.5465/amj.2014.0367

Subject(s) - psychology , loyalty , perspective (graphical) , affect (linguistics) , interpersonal communication , conceptual model , social psychology , loyalty business model , cognition , dimension (graph theory) , service (business) , marketing , service quality , business , computer science , mathematics , communication , database , artificial intelligence , pure mathematics , neuroscience

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...

The content you want is available to Zendy users.

Already have an account? Click here to sign in.

Having issues? You can contact us here

Accelerating Research