Lecture: Negative Affect Management in Service Encounters: The Role of Proactive Personality and Information Exchange

Speaker: Xiaoyu Liu

Time:9:30-11:00 a.m.,16th July,2018

Venue: Room 306, Tongji BuildingA

Abstract:

Dr. Liu, Xiao-Yu will present a project on negative affect management in service encounters. Drawing upon theory and research on affect transference and proactive personality, she examines the reciprocal process by which service employees and customers influence one another’s affect during service encounters and how this affect transference influences customer ratings of the service quality. Findings from two field studies highlight the potential for employee proactive personality and information exchange with customers in limiting negative affect transference in service encounters.

Bio：

Dr. Xiao-Yu Liu is a Professor at the Department of Human Resource Management and Organizational Behavior, Business School, the University of International Business and Economics, China. Her doctoral research was carried out in a joint-PhD program with visiting study at the Department of Management, Monash University, Australia. She had been a visiting researcher at the Paul Merage School of Business, University of California, Irvine and the Fisher College of Business, Ohio State University. Her current research focuses on emotions in organizations and leadership. She has published in such journals as Journal of Applied Psychology, Human Relations, Journal of Business Ethics, Group and Organization Management, International Journal of Human Resource Management, Asia Pacific Journal of Management, Journal of Management and Organization, and Asia Pacific Journal of Human Resources. She serves on the Editorial Boards of Journal of Management and Organization.