Variable Details:

Source:

Tsai, Wei-Chi, and Yin-Mei Huang (2002), "Mechanisms Linking Employee Affective Delivery and Customer Behavioral Intentions", Journal of Applied Psychology, 87, 1001-1008.
[Endnote]


Variable



Definition:

  • Employee's expression of socially desired emotions during service transactions.


Item(s):

  • Greeting.
  • Thanking.
  • Speaking in a rhythmic vocal tone.
  • Smiling.
  • Establishing eye contact.


Citations:

  • Tsai, W.C. (2001), "Determinants and consequences of employee displayed positive emotions.", Journal of Management, 27, 497-512. [Endnote]