Turning lemons into lemonade: The role of proactive personality and information exchange in limiting reciprocal negative affect transference in service encounters

Summary Drawing upon theory and research on affect transference and proactive personality, we examine the proactive behaviors employees enact to limit the reciprocal transference of negative affect between customers and employees during service encounters. Results of two event‐based, multi‐source fi...

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Veröffentlicht in:	Journal of organizational behavior 2021-11, Vol.42 (9), p.1282-1300
Hauptverfasser:	Liu, Xiao‐Yu, De Pater, Irene E., Ilies, Remus
Format:	Artikel
Sprache:	eng
Schlagworte:	Affect (Psychology) affect transference Customer services Customers Employees information exchange Information sharing Negative emotions Organizational behavior Organizational change Personality proactive personality Quality of service service encounters Transference
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