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Commitment To Displaying Positive Emotions At Work: An Examination Of Individual And Situational Antecedents, Meredith H. Croyle

LSU Master's Theses

Studies show that employee emotional displays impact customer behaviors and attitudes (Grandey, Fisk, Mattila, & Sideman, 2002; Pugh, 2001; Tsai, 2001). However, the factors influencing employees' emotional displays have not received much attention. More specifically, research suggests a need to more fully understand the motivational processes underlying employees' emotional displays, particularly in customer service where positive emotional displays are related to customer behaviors and sales performance (Brown & Sulzer-Azaroff, 1994; Diefendorff & Gosserand, in press; Grandey, Fisk, Matilla, & Sideman, 2002; Pugh, 2001; Tsai, 2001). To this end, this investigation examined an expectancy theory model of commitment to positive emotional …