15 pages., Via online., In food service settings, researchers assessed whether service familiarity (as rated by employers) moderated the relationship of employee-reported positive emotional displays and coworker ratings of service performance. Findings suggested that, overall, when an employee tended to have one-time encounters with customers or in interaction with a customer who is new to the store, display of positive emotions is especially influential on performance evaluations. However, positive emotional displays by service employees were found less important in contexts where the consumer tended to be more familiar with the emplyee and store.
Ouedraogo, Aly (author) and Sawadogo, Hamado (author)
Format:
Book chapter
Publication Date:
2001
Published:
Burkina Faso
Location:
Agricultural Communications Documentation Center, Funk Library, University of Illinois Document Number: D01206
Notes:
Pages 213-217 in Chris Reij and Ann Waters-Bayer (eds.), Farmer innovation in Africa: a source of inspiration for agricultural development. Earthscan Publications, Ltd., London, England. 362 pages.
See this abstract in file folder for Document No. D06143., Abstract of poster presentation at North American Colleges and Teachers of Agriculture conference, Athens, Georgia, June 16-20, 2015.
Agricultural Communications Documentation Center, Funk Library, University of Illinois Document Number: C14108
Notes:
First published in Africa Media Review, 1(2), 1987., Chapter 5 in Charles Okigbo (ed.), Development Communication Principles. African Council for Communication Education, Nairobi, Kenya. 365 pages.
