Determinants and consequences of employee displayed positive emotions
研究服务友好心理氛围与员工积极情绪展现的关系，发现积极情绪展现能提升顾客回店意愿和正面口碑传播，对零售业管理者有参考价值。
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. Data were collected from 290 sales clerks in 156 retail shoe stores in Taiwan, and from 284 customers who were served by one of the sales clerks. Results indicated a positive relationship between psychological climate for service friendliness and employees’ displayed positive emotions. The study also indicated that employees’ positive emotional displays would increase customer willingness to return to the store and pass positive comments to friends.