خلق و خوی ارزیاب و بیان عاطفی کارکنان در یک سناریو خدمات مشتری: تعامل و مفاهیم برای نتایج بررسی عملکرد

This laboratory study examined mood and affect intensity of raters, employee gender and emotional expression, and their impact on a performance review outcome in a customer service scenario. Rater mood, rater affect intensity, and employee emotional expression all interacted to predict the amount of raise assigned, and the effect was intensified when the rater was affectively intense. Employee emotional expression and the interaction between gender and strength of expressed affect also significantly predicted outcomes.

In the past decade, research within several areas of emotions in the workplace has begun to accumulate and form a critical mass with several strong implications for the effects of emotions on work attitudes and outcomes. From performance appraisal research, we know that a manager/rater's affective state toward the employee is related to his or her rating of performance Cardy & Dobbins, 1986, Longenecker et al., 1992 and Varma et al., 1996. Yet, the bulk of research in this area conceptualizes and examines manager/rater affect as liking of an employee (e.g., Cardy & Dobbins, 1986, Conway, 1998, Robbins & DeNisi, 1994, Robbins & DeNisi, 1998, Tsui & Barry, 1986 and Varma et al., 1996) rather than as a mood state with its concomitant effects ( Sinclair, 1988 being a notable exception). Further, empirical assessments of how employees, expressed affect impacts performance review outcomes are scant. A customer service setting provides a logical arena to examine these potential effects due to the inherent dictates of emotional expression for most customer service positions. Thus, the primary purposes of the present research were to provide insight into how both affect expressed by the employee and mood of the rater (and their interaction) would impact outcomes of a performance review within a customer service scenario. It is argued if such effects are found with “manager raters,” that these very same effects may operate with “customer raters,” greatly impacting customer satisfaction.