Impact of organization-service provider-customer relationships on the display of positive emotions

Abstract

Integrating organizational behavior literature and marketing literature on the interaction among three components in service deliveries: organization, service provider and customer, the present study discussed the antecedents and consequences of service provider's display of positive emotions when the interactions among organization, service provider and customer are taken into account. Adopting a role theoretic perspective, it is proposed that service provider's role conflict is negatively related to his/her display of positive emotions during the service delivery which, in turn is positively related to customer's satisfaction with the service provider. Moreover, it is proposed that customer's satisfaction of service provider and customer's overall satisfaction on the organization is positively related, moderated by customer-organization relationship. By focusing on the interaction among three components, the present study extended previous research on the antecedents and consequences of service provider's display of positive emotions.