An investigation of positive affect, prosocial behaviors and service quality

Scott W. Kelley; K. Douglas Hoffman

doi:10.1016/S0022-4359(97)90025-7

An investigation of positive affect, prosocial behaviors and service quality

Scott W. Kelley, K. Douglas Hoffman

Research output: Contribution to journal › Article › peer-review

155 Citations (SciVal)

Abstract

This research investigates the relationships among service provider and customer positive affect, employee- and customer-directed prosocial behaviors, and sales-oriented behavior; three types of behavior commonly exhibited in the context of service delivery. In addition, employee and customer perceptions of service quality are considered. Three studies are presented. The principle findings indicate that employee positive affect is positively related to employee perceptions of altruistic organizational citizenship behavior and customer-oriented behavior, and negatively related to sales-oriented behavior. Customer positive affect is positively related to customer perceptions of customer-oriented behavior and service quality, and negatively related to sales-oriented behavior. Managerial and research implications are also discussed.

Original language	English
Pages (from-to)	407-427
Number of pages	21
Journal	Journal of Retailing
Volume	73
Issue number	3
DOIs	https://doi.org/10.1016/S0022-4359(97)90025-7
State	Published - 1997

Bibliographical note

Funding Information:
Acknowledgment: This researchw as supportedb y a ResearchG rant from the Gatton College of Business and Economics of the University of Kentucky. The grantw as madep ossible by a donation of funds to the College by Ashland Oil, Inc

ASJC Scopus subject areas

Marketing

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10.1016/S0022-4359(97)90025-7

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abstract = "This research investigates the relationships among service provider and customer positive affect, employee- and customer-directed prosocial behaviors, and sales-oriented behavior; three types of behavior commonly exhibited in the context of service delivery. In addition, employee and customer perceptions of service quality are considered. Three studies are presented. The principle findings indicate that employee positive affect is positively related to employee perceptions of altruistic organizational citizenship behavior and customer-oriented behavior, and negatively related to sales-oriented behavior. Customer positive affect is positively related to customer perceptions of customer-oriented behavior and service quality, and negatively related to sales-oriented behavior. Managerial and research implications are also discussed.",

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PY - 1997

Y1 - 1997

N2 - This research investigates the relationships among service provider and customer positive affect, employee- and customer-directed prosocial behaviors, and sales-oriented behavior; three types of behavior commonly exhibited in the context of service delivery. In addition, employee and customer perceptions of service quality are considered. Three studies are presented. The principle findings indicate that employee positive affect is positively related to employee perceptions of altruistic organizational citizenship behavior and customer-oriented behavior, and negatively related to sales-oriented behavior. Customer positive affect is positively related to customer perceptions of customer-oriented behavior and service quality, and negatively related to sales-oriented behavior. Managerial and research implications are also discussed.

AB - This research investigates the relationships among service provider and customer positive affect, employee- and customer-directed prosocial behaviors, and sales-oriented behavior; three types of behavior commonly exhibited in the context of service delivery. In addition, employee and customer perceptions of service quality are considered. Three studies are presented. The principle findings indicate that employee positive affect is positively related to employee perceptions of altruistic organizational citizenship behavior and customer-oriented behavior, and negatively related to sales-oriented behavior. Customer positive affect is positively related to customer perceptions of customer-oriented behavior and service quality, and negatively related to sales-oriented behavior. Managerial and research implications are also discussed.

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An investigation of positive affect, prosocial behaviors and service quality

Abstract

Bibliographical note

ASJC Scopus subject areas

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