FIS3005: Journey 4

The presentation above is based on "Untangling the relationship between displayed emotions and organizational sales: The case of convenience stores" by Robert I. Sutton and Anat Rafaeli (Academy of Management Journal 31 [1988] 461-487), which is discussed in "Journey 4," in Doing Exemplary Research (ed. Peter Frost and Robert Stablein; Newbury Park, CA: Sage, 1992). The article may be downloaded as a pdf file via Anat Rafaeli's website.

I came to class wearing what I used to wear in a previous life as a "banker": long sleeves, slacks, leather shoes... and my smiley tie! I then started by showing a video of Cumberland Bank and Trust because it was the only one I could find online. It was almost like being back at a service quality seminar =)

It won't make much sense unless you were actually at the presentation (that's if it made sense to the class at all), but I'm really just putting this up for posterity. Some garbage was added when the file was uploaded (e.g., not all bullets were converted, there's a missing title), but that's SlideShare Beta.