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Revisiting the Debate on the Relationship Between Display Rules and Performance: Considering the Explicitness of Display Rules.
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- Author(s): Christoforou, Paraskevi S.1 ; Ashforth, Blake E.2
- Source:
Journal of Applied Psychology. Jan2015, Vol. 100 Issue 1, p249-261. 13p.- Subject Terms:
- Source:
- Additional Information
- Abstract: We argue that the strength with which the organization communicates expectations regarding the appropriate emotional expression toward customers (i.e., explicitness of display rules) has an inverted U-shaped relationship with service delivery behaviors, customer satisfaction, and sales performance. Further, we argue that service organizations need a particular blend of explicitness of display rules and role discretion for the purpose of optimizing sales performance. As hypothesized, findings from 2 samples of salespeople suggest that either high or low explicitness of display rules impedes service delivery behaviors and sales performance, which peaks at moderate explicitness of display rules and high role discretion. The findings also suggest that the explicitness of display rules has a positive relationship with customer satisfaction. [ABSTRACT FROM AUTHOR]
- Abstract: Copyright of Journal of Applied Psychology is the property of American Psychological Association and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
- Abstract:
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