171 AJBMR • Doi Publications
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  • CUSTOMERS’ EMOTIONAL RESPONSES TO EMPLOYEES’ DISPLAYED POSITIVE EMOTIONS
    â–ºMukucha Paul

     10.52283/NSWRCA.AJBMR.20120206A05

    ABSTRACT
    The study sought to determine the customers’ emotional responses to employee displayed emotions at lunar parks in Zimbabwe. Hundred adult consumers were surveyed soon after an observation of the employee-consumer interaction. Employee emotional displays were measured using observational methods and customers’ emotional states were assessed using the PAD scale. Bivariate regression analysis was used to analyse data. The study revealed that employee displayed emotions positively influences customers’ emotional states of pleasure, arousal, and dominance. Unlike the findings from previous studies the dominance dimension was found to relevant to the lunar park services.
    Keywords; Displayed Emotions, Pleasure, Arousal, Dominance.

    Pages:40-46 :: Download-View
 
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