Server emotional experiences and affective service delivery: Mechanisms linking climate for service and customer outcomes

Journal of Foodservice Business Research

Volumn 9, Issue 2-3, 2007, Pages 127-150

  Liu, Yongmei ^a   Yang, Jixia ^b  

^a FLORIDA STATE UNIVERSITY   (United States)

^b CITY UNIVERSITY OF HONG KONG   (Hong Kong)

Author keywords

Affective service delivery; Climate for service; Emotional labor

Indexed keywords

EID: 34247155399     PISSN: 15378020     EISSN: 15378039     Source Type: Journal    
DOI: 10.1300/J369v09n02_08     Document Type: Article

References (80)

1. Arvey, R. D., Renz, G. L., & Watson, T. W. (1998). Emotionality and job performance: Implications for personnel selection. Research in Personnel and Human Resources Management, 16, 103-147.
2. Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18, 88-115.
3. Ashforth, B. E., & Saks, A. M. (2002). Feeling your way: Emotions and organizational entry. In R. G. Lord, R. J. Klimoski, & R. Kanfer (Eds.). Emotions in the workplace: Understanding the structure and role of emotions in organizational behavior (pp. 331-369). San Francisco: Jossey-Bass.
4. Ashkanasy, N. M., Härtel, C. E. J., & Daus, C. S. (2002). Diversity and emotion: The new frontiers in organizational behavior. Journal of Management, 28, 307-338.
5. Bakker, A. B., Demerouti, E., & Euwema, M. C. (2005). Job resources buffer the impact of job demands on burnout. Journal of Occupational Health Psychology, 10, 170-180.
6. Barrier, B. (2004). Study: Operators, guests differ on important service drivers. Nation's Restaurant News, 38, 18.
7. Beal, D. J., Weiss, H. M., Barros, E., & MacDermid, S. M. (2005). An episodic process model of affective influences on performance. Journal of Applied Psychology, 90, 1054-1068.
8. Berta, D. (2004). Table talk: Smart servers avoid taboo topics with guests. Nation's Restaurant News, 38, 50.
9. Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of "people work. Journal of Vocational Behavior, 60, 17-39.
10. Brotheridge, C. M., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7, 57-67.
11. Burke, M., Borucki, C., & Hurley, A. (1992). Reconceptualizing psychological climate in a retail service environment: A multiple stakeholder perspective. Journal of Applied Psychology, 77, 717-729.
12. Callaghan, G., & Thompson, P. (2002). "We recruit attitude": The selection and shaping of routine call center labor. Journal of Management Studies, 39, 233-254.
13. Carr, J. Z., Schmidt, A. M., Ford, J. K., & DeShon, R. P. (2003). Climate perceptions matter: A meta-analytic path analysis relating molar climate, cognitive and affective states, and individual level work outcomes. Journal of Applied Psychology, 88, 605-619.
14. Collins, R. (1981). On the microfoundations of macrosociology. American Journal of Sociology, 86, 984-1014.
15. Cote, S., & Morgan, L. M. (2002). A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit. Journal of Organizational Behavior, 23, 947-962.
16. Cropanzano, R., Rupp, D. E., & Byrne, Z. S. (2003). The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors. Journal of Applied Psychology, 88, 160-169.
17. Dovidio, J. F., Gaertner, S. L., Isen, A. M., & Lowrance, R. (1995). Group representations and intergroup bias: Positive affect, similarity, and group size. Personality and Social Psychology Bulletin, 21, 856-865.
18. Dutton, J. E., & Dukerich, J. M. (1991). Keeping an eye on the mirror: Image and identification in organization. Academy of Management Journal, 34, 517-554.
19. Edwards, J. R., & Rothbard, N. P. (2000). Mechanisms linking work and family: Clarifying the relationship between work and family constructs. Academy of Management Review, 25, 178-199.
20. Erez, A., & Isen, A. M. (2002). The influence of positive affect on the components of expectancy motivation. Journal of Applied Psychology, 87, 1055-1067.
21. Ferguson Bulan, H., Erickson, R. J., & Wharton, A. S. (1997). Doing for others on the job: The affective requirements of service work, gender, and emotional well-being. Social Problems, 44, 235-256.
22. Frankenhaeuser, M., Lundberg, U., Fredrikson, M., Melin, B., Tuomisto, M., Myrstern, A., Hedman, M., Bergman-Losman, B., & Wallin, L. (1989). Stress on and off the job as related to sex and occupational status in white-collar workers. Journal of Organizational Behavior, 10, 321-346.
23. Fredrickson, B. L. (1998). What good are positive emotions'? Review of General Psychology, 2, 300-319.
24. Fredrickson, B. L. (2001). The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. American Psychologist, 56, 218-226.
25. Fredrickson, B. L., & Levenson, R. W. (1998). Positive emotions speed recovery from the cardiovascular sequence of negative emotions. Cognition and Emotion, 12, 191-220.
26. Frijda, N. H. (1988). The laws of emotion. American Psychologist, 43, 349-358.
27. Fritz, C., & Sonnentag, S. (2004). Recovery, health, and job performance: Effects of weekend experiences. Unpublished manuscript, Technical University of Braunschweig, Germany.
28. George, J. M. (2002). Affect regulation in groups and teams. In R. G. Lord, R. J. Klimoski, R. Kanfer (Eds.), Emotions in the workplace: Understanding the structure and role of emotions in organizational behavior (pp. 182-217). San Francisco, CA: Jossey-Bass.
29. George, J. M., & Brief, A. P. (1992). Feeling good-doing good: A conceptual analysis of the mood at work-organizational spontaneity relationship. Psychological Bulletin, 112, 310-329.
30. George, J. M., & Brief, A. P. (1996). Motivational agendas in the workplace: The effects of feelings on focus of attention and work motivation. Research in Organizational Behavior, 18, 75-110.
31. Gosserand, R. H., & Diefendorff, J. M. (2005). Emotional Display Rules and Emotional Labor: The Moderating Role of Commitment. Journal of Applied Psychology, 90, 1256-1264.
32. Grandey, A. A. (2003). When "the show must go on": Surface and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46, 86-96.
33. Gupta, A. (1998). The relationship between employee perceived service climate and customer satisfaction, Dissertation Abstracts International Section A: Humanities and Social Sciences, Vol. 59(6-A), pp. 2098.
34. Hobfoll, S. E., & Shirom, A. (2000). Conservation of resources theory: Applications to stress and management in the workplace. In R. T. Golembiewski (Eds.), Handbook of organizational behavior (pp. 57-80). New York: Marcel Dekker.
35. Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. Berkeley: University of California Press.
36. Ilies, R., Johnson, M. D., & Judge, T. A. (2005). Social interactions at work: Their influence on affective experiences and job satisfaction. Paper presented at the Society of Industrial and Organizational Psychology annual conference, Los Angeles.
37. Isen, A. M. (1999). On the relationship between affect and creative problem solving. In S. W. Russ (Ed.), Affect, creative experience, and psychological adjustment (pp. 3-17). Philadelphia, PA: Taylor & Francis.
38. Isen, A. M., & Baron, R. A. (1991). Positive affect as a factor in organizational behavior. In B. M. Staw & L. L. Cummings (Eds.), Research in Organizational Behavior (Vol. 13, pp. 1-53). Greenwich, CT: JAI Press.
39. Ito, J. K., & Brotheridge, C. (2003). Resources, coping strategies, and emotional exhaustion: A conservation of resources perspective. Journal of Vocational Behavior, 63, 490-509.
40. Johnson, J. W. (1996). Linking employee perceptions of service climate to customer satisfaction. Personnel Psychology, 49, 831-851.
41. Kacmar, K. M., Andrews, M. C., van Rooy, D., Steilberg, R. C., & Cerrone, S. (in press). Sure everyone can be replaced ... but at what cost? Turnover as a predictor of unit-level performance. Academy of Management Journal.
42. Kahn, W. A. (1998). Relational systems at work. In B. M. Staw & L. L. Cummings (Eds.), Research in organizational behavior (Vol. 20, pp. 39-76). Greenwich, CT: JAI Press.
43. Kaufman, B. E. (1999). Emotional arousal as a source of bounded rationality. Journal of Economic Behavior and Organization, 38, 135-144.
44. Kruml, S. M., & Geddes, D. (2000). Exploring the dimensions of emotional labor: The heart of Hochschild work. Management Communication Quarterly, 14, 8-49.
45. Lawler, E. J. (1992). Affective attachments to nested groups: A choice-process theory. American Sociological Review, 57, 327-339.
46. Lazarus, R. S. (1991). Emotion and adaptation. New York: Oxford University Press.
47. Mattila, A. S. (2001). Emotional bonding and restaurant loyalty. Cornell Hotel and Restaurant Administration Quarterly, 42, 73-79.
48. Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 9, 257-274.
49. Ostroff, C. (1993). The effects of climate and personal influences on individual behavior and attitudes in organizations. Organizational Behavior and Human Decision Process, 56, 56-90.
50. Ozcelik, H., Langton, N., & Aldrich, H. (2001). Does intention to create a positive emotional climate matter? A look at revenue, strategic and outcome growth. Academy of Management Best Paper Proceedings, Washington, D.C.
51. Peccei, R., & Rosenthal, P. (2000). Front-line responses to customer orientation programs: A theoretical and empirical analysis. International Journal of Human Resource Management, 11, 562-590.
52. Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44, 1018-1027.
53. Pugh, S. D., Dietz, J. D., Wiley, J. W., & Brooks, S. M. (2002). Driving service effectiveness through employee-customer linkages. Academy of Management Executive, 16(4), 73-84.
54. Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role. Academy of Management Review, 12, 23-37.
55. Rafaeli, A., & Sutton, R. I. (1990). Busy stores and demanding customers: How do they affect the display of positive emotion? Academy of Management Journal, 33, 623-637.
56. Rothbard, N. P. (2001). Enriching or depleting? The dynamics of engagement in work and family roles. Administrative Science Quarterly, 46, 655-684.
57. Rothbard, N., & Wilk, S. L. (2004). Spillover and contagion: Mood, worker performance, and burnout. Paper presented at the Academy of management annual meeting, New Orleans, LA.
58. Ryan, A. M., & Ployhart, R. E. (2003). Customer service behavior. In W. C. Borman, D. R. Ilgen, & R. J. Klimaski (Eds.), Handbook of Psychology: Industrial and Organizational Psychology (Vol. 12, pp. 377-397). New Jersey: John Wiley & Sons.
59. Ryan, A. M., Schmit, M. J., & Johnson, R. (1996). Attitudes and effectiveness: Examining relations at an organizational level. Personnel Psychology, 49, 853-882.
60. Schaubroeck, J., & Jones, J. R. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior, 21, 163-183.
61. Schneider, B., & Bowen, D. E. (1993). The service organization: Human resources management is crucial. Organizational Dynamics, 21, 39-52.
62. Schneider, B., Bowen, D. E., Ehrhart, M. G., & Holcombe, K. M. (2000). The climate for service: Evolution of a construct. In N. M. Ashkanasy, C. P. M. Wilderom, & M. F. Peterson (Eds.), Handbook of organizational culture and climate (pp. 21-36). Thousand Oaks, CA: Sage.
63. Schneider, B., Ehrhart, M. G., Mayer, D. M., Saltz, J. L., & Niles-Jolly, K. (in press). Understanding organizational-customer links in service settings. Academy of Management Journal.
64. Schneider, B., Gunnarson, S. K., & Niles-Jolly, K. (1994). Creating the climate and culture of success. Organizational Dynamics, 23, 17-29.
65. Schneider, B., Wheeler, J. K., & Cox, J. F. (1992). A passion for service: Using content analysis to explicate service climate themes. Journal of Applied Psychology, 77, 705-716.
66. Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology, 83, 150-163.
67. Seo, M. G., Feldman Barrett, L., & Bartunek, J. M. (2004). The role of affective experience in work motivation. Academy of Management Review, 29, 423-439.
68. Staw, B. M., & Barsade, S. G. (1993). Affect and managerial performance: A test of the sadder-but-wiser vs. happier-and-smarter hypotheses. Administrative Science Quarterly, 38, 304-331.
69. Staw, B. M., Sutton, R. R., & Pelled, L. H. (1994). Employee positive emotion and favorable outcomes at the workplace. Organization Science, 5, 51-71.
70. Susskind, A. M., Kacmar, K. M., & Borchgrevink, C. P. (2003). Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-service exchange. Journal of Applied Psychology, 88, 179-187.
71. Tan, H. H., Foo, M. D., & Kwek, M.H. (2004). The effects of customer personality traits on the display of positive emotions. Academy of Management Journal, 47, 287-296.
72. Thoits, P. A. (1996). Managing the emotions of others. Symbolic Interaction, 19, 85-109.
73. Tsai, W. C., & Huang, Y. M. (2002). Mechanisms linking employee affective delivery and customer behavioral intentions. Journal of Applied Psychology, 87, 1001-1008.
74. Tschan, F., Semmer, N. K., & Inversin, L. (2004). Work related and "private" social interactions at work. Social Indicators Research, 67, 145-182.
75. van Dolen, W., de Ruyter, K., & Lemmink, J. (2004). An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction. Journal of Business Research, 57, 437-444.
76. Walsh, K. (2000). A service Conundrum: Can outstanding service be too good? Cornell Hotel and Restaurant Administration Quarterly, 41, 40-50.
77. Watson, D. (2000). Mood and temperament. New York: Guilford Press.
78. Weiss, H. M., & Cropanzano, R. (1996). Affective events theory: A theoretical discussion of the structure, causes, and consequences of affective experiences at work. Research in Organizational Behavior, 18, 1-74.
79. Wharton, A. S., & Erickson, R. J. (1993). Managing emotions on the job and at home: Understanding the consequences of multiple emotional roles. Academy of Management Review, 18, 457-486.
80. Yagil, D., & Gal, I. (2002). The role of organizational service climate in generating control and empowerment among workers and customers. Journal of Retailing and Consumer Services, 9, 215-226.