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.
