It has been proposed that the emotions expressed by role occupants influence behavior of others. We hypothesized a positive relationship between employees' display pleasant to customers and sales in retail stores tested sample 576 convenience stores. An unexpected negative was observed. A subsequent qualitative study suggested is an indicator store's pace, or amount time pressure on clerks customers, pace leads displayed emotions, with norms busy settings supporting neutral displays slow...

Qualitative data collected in a rehabilitation unit of large hospital reveal how organization members used dress to represent and negotiate web issues inherent the hybrid identities nursing profession. As different were considered, took on various often contradictory meanings. Thus, seemingly simple symbol such as organizational is shown here complex notion social identity, which argued comprise multiple layers meaning. We discuss implications this thesis for theory research symbolism,...

Organizational routines are increasingly identified as an aspect of organizations that allows them to achieve the balance between adaptability and stability. We contribute this discussion by showing connections organizational make people both stability ability adapt. argue formed they engage together in important for developing understandings about what needs be done a specific instance performing routine goals organization presumably help accomplish. Together two sets influence performance...

In a qualitative investigation of the role supermarket cashiers, influence management, co-workers, and customers over cashiers was analyzed. Customers had immediate cashier...

This paper documents emotion as integral to stakeholders' sense making of a key organizational artifact, demonstrating that toward artifacts blends into the organization. Multiple stakeholders were interviewed about an artifact large public transportation Sense is shown involve in interpretations consider three dimensions artifact—instrumentality, aesthetics, and symbolism. Instrumentality relates tasks helps accomplish, aesthetics sensory reaction symbolism regards associations elicits. The...

This study replicates and extends our prior research on expressed emotions. We propose that the levels of a store's busyness customer demand influence emotions service employees express dur...

A pair of qualitative and inductive studies are used to generate a model how social influence strategies that entail displays contrasting positive negative emotions bring about compliance...

In 4 experimental studies, we show that customer verbal aggression impaired the cognitive performance of targets this aggression. Study 1, customers' reduced recall requests. 2 extended these findings by showing recognition memory and working among employees a cellular communication provider. 3, ability to take another's perspective attenuated negative effects on participants' performance. linked quality task performance, particularly influence aggressive requests delivered high-status...

Dress in organizations is ubiquitous, yet it has been overlooked organizational studies. can reflect and create a variety of dynamics. This article offers framework to consider these Three dimensions—attributes dress, homogeneity conspicuousness dress—are identified. Relationships among dimensions processes are proposed. argued indicate internal external processes. also affect individual outcomes, including employee compliance legitimation image utilization human resources. A rich agenda for research

Analyse, d'apres les observations des interactions entre 1319 vendeurs et leurs clients, expressions emotionnelles variables qui leur sont liees

This article contains a set of six invited commentaries written by leading scholars, expressing varied perspectives on the future frontline research and domain itself. The accompanies Journal Service Research special issue organizational frontlines. In their commentaries, authors share insightful views areas personal interest ranging from employee emotion customer relationship building to effect technology its implementation at frontline. Included within each commentary are managerial...

The authors identify specific customer orientation behaviors (COBs) of call center employees and show that these relate to evaluations service quality. Using qualitative, inductive analyses 166 telephone interactions in a retail bank center, they five types COBs associated with helping customers. are (a) anticipating requests, (b) offering explanations/justifications, (c) educating customers, (d) providing emotional support, (e) personalized information. deductive analyses, the customers...

Purpose The purpose of this paper is to illustrate how emotion display rules are influenced by relational, occupational, and cultural expectations. Design/methodology/approach authors compare these influences assessing anger happiness toward customers, coworkers, supervisors across four cultures. Findings Overall, the findings suggest that can be expressed with slightly leaked supervisors, but must almost completely suppressed customers. In contrast, expression most acceptable coworkers....

Service interactions run a gamut from an instrumental self-focus to full social appreciation. Observing another customer’s incivility toward frontline employee can emphasize concerns as guiding principles for the observer’s own service interaction. Five studies test these dynamics; results reveal that incident leads observers prioritize over market concerns. This reprioritization becomes manifest in subsequent interaction through increased feelings of warmth who experienced incivility. In...

This exploratory study examines the influence of store environment on emotions and behaviour tendencies. The brings insights from research external environments to environment. We combined idea three distinct dimensions (pleasantness, arousal dominance) role mediating approach-avoidance behaviours with two variables taken field environmental aesthetics – complexity order. Twenty-four colour photographs four sections grocery stores were rated by a sample 43 subjects their degree A second 87...

This article suggests that the analysis of physical environments in organizations should recognize three separate dimensions: instrumentality, aesthetics, and symbolism. A theoretical framework is presented based on an expansive survey multiple bodies literature study effects organizations. Two different methodologies are employed to employee perceptions environment their office space test support three-dimension framework. In a qualitative study, narratives in-depth interviews relating...

We are predisposed to thinking of emotions as our own, perhaps the most intimate parts ourselves. Yet, more often than not, inextricably bound up with other people and social worlds, one powerful those being organizational work context. The central premise this article is that much emotional life organizational. begin a view past, describing how, because focus on control, both management scholars attempted tightly delineate could legitimately be expressed recognized in settings. Such tight...

Waiting is examined here as a psychological experience, through propositions regarding the relationship between design of queue and emotions attitudes people waiting. Propositions are tested using paradigm that both controls features structure allows collection real-time data from Data collected 134 participants confirm closer to service agent more pleased than those further away. But waiting in single-queue shown feel predictability arousal multiple-queue structure. is, however, produce...

We conducted an inductive study of the everyday decisions about dress at work female administrative employees in a university business school. Our findings reveal that is attribute embedded variety cognitive schemata govern individuals' comprehension and behavior work. In acquiring executing these schemata, make efforts enhance their emotional preparedness for jobs improve interpersonal relations. The offers implications theory research on organizational symbolism, role taking, current...

The authors document the effects of aesthetics and professionalism virtual servicescapes on customer feelings pleasantness, satisfaction, approach toward service interactions. Data were collected using an experimental manipulation physical setting (the servicescape) viewed by customers during a interaction in (remote) situation. Participants interacted with provider reported their reactions through specially developed interactive program. Experimental conditions varied servicescape which...

Building on qualitative data collected from three groups of professionals who assessed the green colour a public transportation bus, this paper develops model relationship between physical artifacts and emotions. The suggests that need to be analysed according conceptually distinct aspects: instrumentality, aesthetics symbolism. These aspects are suggested arouse emotion through different mechanisms: hygiene, sensory an associative mechanism. opens arena for extensive future research role...