Does Employee Happiness Have an Impact on Productivity?
利用一家大型电信公司电话销售人员的周度幸福感调查与详细行政数据，结合天气变化作为自然实验，发现员工幸福感提升能提高销售业绩，主要通过提高通话转化率实现。
This paper provides evidence from a natural experiment on the relationship between positive affect and productivity. We link highly detailed administrative data on the behaviors and performance of all telesales workers at a large telecommunications company with survey reports of employee happiness that we collected on a weekly basis. We use variation in worker mood arising from visual exposure to weather—the interaction between call center architecture and outdoor weather conditions—to provide a quasi-experimental test of the effect of happiness on productivity. We find evidence of a positive impact on sales performance, which is driven by changes in labor productivity—largely through workers converting more calls into sales and to a lesser extent by making more calls per hour and adhering more closely to their schedule. We find no evidence in our setting of effects on measures of high-frequency labor supply such as attendance and break-taking. This paper was accepted by Yuval Rottenstreich, behavioral economics and decision analysis. Supplemental Material: The data files and online appendices are available at https://doi.org/10.1287/mnsc.2023.4766 .