Impact of organization-service provider-customer relationships on the display of positive emotions

Integrating organizational behavior literature and marketing literature on the interaction among three components in service deliveries: organization, service provider and customer, the present study discussed the antecedents and consequences of service provider´s display of positive emotions when the interactions among organization, service provider and customer are taken into account. Adopting a role theoretic perspective, it is proposed that service provider´s role conflict is negatively related to his/her display of positive emotions during the service delivery which, in turn is positively related to customer´s satisfaction with the service provider. Moreover, it is proposed that customer´s satisfaction of service provider and customer´s overall satisfaction on the organization is positively related, moderated by customer-organization relationship. By focusing on the interaction among three components, the present study extended previous research on the antecedents and consequences of service provider´s display of positive emotions.