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The study examined the effects of situational (store busyness and customer demand) and dispositional (extraversion, neuroticism, and psychoticism) factors on the display of positive emotions. We found that for situational factors, customer demand was positively related to displayed positive emotions. For personality factors, extraversion was positively related to displayed positive emotions and neuroticism was negatively related to displayed positive emotions. Usefulness analysis showed that both situational and personality factors contributed significantly to explain the level of positive displayed emotion.
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Tan et al. (2003) studied this question.
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