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Happy to help: State positive affect...

Little, Laura M.

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Happy to help: State positive affect, state negative affect and affective ambivalence as predictors of emotional labor style and customer service performance.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Happy to help: State positive affect, state negative affect and affective ambivalence as predictors of emotional labor style and customer service performance./
Author:	Little, Laura M.
Description:	145 p.
Notes:	Adviser: Debra L. Nelson.
Contained By:	Dissertation Abstracts International68-04A.
Subject:	Business Administration, Management. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3260533

Happy to help: State positive affect, state negative affect and affective ambivalence as predictors of emotional labor style and customer service performance.
Little, Laura M.

Happy to help: State positive affect, state negative affect and affective ambivalence as predictors of emotional labor style and customer service performance. - 145 p.

Adviser: Debra L. Nelson.

Thesis (Ph.D.)--Oklahoma State University, 2007.

Scope and method of study. The purpose of this study was to investigate the effects of state affect, positive, negative and ambivalent, on acting style and subsequently customer service performance during a negative customer service encounter over the phone. Subjects were 217 undergraduate students from a large Midwestern university.Subjects--Topical Terms:

626628
Business Administration, Management.

Happy to help: State positive affect, state negative affect and affective ambivalence as predictors of emotional labor style and customer service performance.
LDR:01866nam 2200265 a 45 001 963757
005 20110831
008 110831s2007 eng d
035 $a (UMI)AAI3260533
035 $a AAI3260533
040 $a UMI $c UMI
100 1 $a Little, Laura M. $3 1286820
245 1 0 $a Happy to help: State positive affect, state negative affect and affective ambivalence as predictors of emotional labor style and customer service performance.
300 $a 145 p.
500 $a Adviser: Debra L. Nelson.
500 $a Source: Dissertation Abstracts International, Volume: 68-04, Section: A, page: 1549.
502 $a Thesis (Ph.D.)--Oklahoma State University, 2007.
520 $a Scope and method of study. The purpose of this study was to investigate the effects of state affect, positive, negative and ambivalent, on acting style and subsequently customer service performance during a negative customer service encounter over the phone. Subjects were 217 undergraduate students from a large Midwestern university.
520 $a Findings and conclusions. Results indicated that although acting style did influence customer service performance, state affect was not related to acting style. Furthermore, results indicated some direct relationships between affect and customer service performance. Specifically, findings showed that high levels of state positive affect experienced with low levels of state negative affect are most closely related to affective delivery (a performance indicator) while high levels of both types of affect is negatively related with affective delivery. Implications of these findings are discussed.
590 $a School code: 0664.
650 4 $a Business Administration, Management. $3 626628
690 $a 0454
710 2 0 $a Oklahoma State University. $3 626630
773 0 $t Dissertation Abstracts International $g 68-04A.
790 $a 0664
790 1 0 $a Nelson, Debra L., $e advisor
791 $a Ph.D.
792 $a 2007
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3260533