"God of Small Things": Service Interaction's Roots in Regulatory Focus and Affectivity
Author(s) / Creator(s)
Seger-Guttmann, Tali
Vilnai-Yavetz, Iris
Abstract / Description
We link regulatory focus, positive and negative affective states, and service behaviors to suggest that, salespersons' service interactions depend on their motivation (promotion- or prevention-focused) and their emotional responses during the service encounter. Based on in-depth interviews with salespeople, a questionnaire applying the concepts of 'skeleton' (the core of exchange relations) and 'tissue' (informal social behaviors) was administered to 90 salespeople in apparel stores. Results supported our main assumption that salespeople interact with customers based on their regulatory focus (Promotion and Prevention) and affectivity (PA and NA). Promotion focus was positively related to positive tissue behaviors (i.e., extra-role behaviors) and to positive affect (PA) and negatively related to negative affect (NA). Promotion-focused salespeople are more likely to demonstrate PA and high-quality service performance by adopting extra-role (tissue) behaviors. PA and NA fully mediated the relationship between promotion focus and positive tissue behaviors I. Prevention focus was found to be positively correlated with skeleton behaviors (i.e., core behaviors) and NA. No relationship was found between prevention focus and PA.
Keyword(s)
service interactions positive affect negative affect regulatory focus pro-social behaviors extra-role behaviorsPersistent Identifier
Date of first publication
2014-06-27
Journal title
Interpersona: An International Journal on Personal Relationships
Volume
8
Issue
1
Page numbers
1–14
Publisher
PsychOpen GOLD
Publication status
publishedVersion
Review status
peerReviewed
Is version of
Citation
Seger-Guttmann, T., & Vilnai-Yavetz, I. (2014). "God of Small Things": Service Interaction's Roots in Regulatory Focus and Affectivity. Interpersona: An International Journal on Personal Relationships, 8(1), 1–14. https://doi.org/10.5964/ijpr.v8i1.127
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ijpr.v8i1.127.pdfAdobe PDF - 748.72KBMD5: 405be80a03c55c2f260d33a39871bb39
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Author(s) / Creator(s)Seger-Guttmann, Tali
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Author(s) / Creator(s)Vilnai-Yavetz, Iris
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PsychArchives acquisition timestamp2018-12-05T08:44:35Z
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Made available on2018-12-05T08:44:35Z
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Date of first publication2014-06-27
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Abstract / DescriptionWe link regulatory focus, positive and negative affective states, and service behaviors to suggest that, salespersons' service interactions depend on their motivation (promotion- or prevention-focused) and their emotional responses during the service encounter. Based on in-depth interviews with salespeople, a questionnaire applying the concepts of 'skeleton' (the core of exchange relations) and 'tissue' (informal social behaviors) was administered to 90 salespeople in apparel stores. Results supported our main assumption that salespeople interact with customers based on their regulatory focus (Promotion and Prevention) and affectivity (PA and NA). Promotion focus was positively related to positive tissue behaviors (i.e., extra-role behaviors) and to positive affect (PA) and negatively related to negative affect (NA). Promotion-focused salespeople are more likely to demonstrate PA and high-quality service performance by adopting extra-role (tissue) behaviors. PA and NA fully mediated the relationship between promotion focus and positive tissue behaviors I. Prevention focus was found to be positively correlated with skeleton behaviors (i.e., core behaviors) and NA. No relationship was found between prevention focus and PA.en_US
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Publication statuspublishedVersion
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Review statuspeerReviewed
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CitationSeger-Guttmann, T., & Vilnai-Yavetz, I. (2014). "God of Small Things": Service Interaction's Roots in Regulatory Focus and Affectivity. Interpersona: An International Journal on Personal Relationships, 8(1), 1–14. https://doi.org/10.5964/ijpr.v8i1.127en_US
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ISSN1981-6472
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Persistent Identifierhttps://hdl.handle.net/20.500.12034/1818
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Persistent Identifierhttps://doi.org/10.23668/psycharchives.2184
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Language of contenteng
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PublisherPsychOpen GOLD
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Is version ofhttps://doi.org/10.5964/ijpr.v8i1.127
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Keyword(s)service interactionsen_US
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Keyword(s)positive affecten_US
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Keyword(s)negative affecten_US
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Keyword(s)regulatory focusen_US
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Keyword(s)pro-social behaviorsen_US
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Keyword(s)extra-role behaviorsen_US
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Dewey Decimal Classification number(s)150
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Title"God of Small Things": Service Interaction's Roots in Regulatory Focus and Affectivityen_US
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DRO typearticle
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Issue1
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Journal titleInterpersona: An International Journal on Personal Relationships
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Page numbers1–14
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Volume8
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Visible tag(s)Version of Record