TY - JOUR
T1 - Revisiting the debate on the relationship between display rules and performance
T2 - Considering the explicitness of display rules
AU - Christoforou, Paraskevi S.
AU - Ashforth, Blake
N1 - Publisher Copyright:
© 2014 American Psychological Association.
PY - 2015
Y1 - 2015
N2 - 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.
AB - 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.
KW - Explicitness of display rules
KW - Job demands-resources model
KW - Performance
KW - Resource allocation theory
KW - Service delivery behaviors
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U2 - 10.1037/a0036871
DO - 10.1037/a0036871
M3 - Article
C2 - 24841467
AN - SCOPUS:84925631023
SN - 0021-9010
VL - 100
SP - 249
EP - 261
JO - Journal of Applied Psychology
JF - Journal of Applied Psychology
IS - 1
ER -