MIS40910 - “Untangling the Relationship between Displayed Emotions and Organizational Sales: The Case of Convenience Stores.”

Module - Skills for Business Enquiry

Class or Article - Article

Lesson or Name - Sutton, Robert I. and Anat Rafaeli. (1988) “Untangling the Relationship between Displayed Emotions and Organizational Sales: The Case of Convenience Stores.” The Academy of Management Journal 31 (3)  461-487.

Additional Info - 461 - 487

Precis

Robert I. Sutton and Anat Rafaeli’s article, “Untangling the Relationship between Displayed Emotions and Organizational Sales: The Case of Convenience Stores.” (1988), investigate the relationship between employees outward emotional expressions to customers and in turn sales in stores. Robert I. Sutton and Anat Rafaeli’s qualitative and quantitative research of 576 American convenient store uncovers that there are circumstances that influence employee’s outward emotions and also the happiness of customers in stores such as how busy the store is, stock levels and queue length. The Authors purpose was to highlight the correlation between Displayed Emotions and Organizational Sales however uncovered a deeper understanding of circumstances that influence this on both the staff and the customers establish that accepted norms are inherently more complex than we initially give acceptance to. Throughout this article it is evident that the author’s are open to their research perspective being challened and this can be observed as they state “The qualitative evidence led us to conclude that the expression of positive emotion by clerks may not be a control move that influences the buying behaviour of customers who visit these stores.”

Reflection

I can really concur with this article having worked in a customer experience focus retail store before. I think there are boundaries between customers and retail staff that need to be observed and that something the niceties need to be put aside to solve the issue at hand whether it be quick service because the customer is in a hurry or slow detailed service because the customer needs that extra level of reassurance. I feel a balance need to be struck so while having scripts to able the conversation and the retain staff's behaviour there needs to be an element of feeling the situation out.

I believe it is nice to be nice and being nice when someone is being the opposite it important to but it should never be for the determent of staff or someone undermining them. For the Island of Ireland we are a small nation and to provide exceptional service is of the utmost importance and that needs to be enabled through the business, technology and supply chain. Ever moment and interaction with a customer is an opportunity to impress so we should capitalise on that both the same of both parties.

Quotes

Unfortunately the formatting of my PDF wont allow me to highlight anything