LEADER POSITIVE MOOD AND GROUP-PERFORMANCE - THE CASE OF CUSTOMER SERVICE

It was hypothesized that leader positive mood would be positively associated with group performance in a service setting. Additionally, it was expected that while leader positive mood would be positively associated with both the leader's level of job satisfaction and job involvement, leader positive mood would be positively associated with group performance, controlling for both leader job satisfaction and job involvement. Leader positive mood also was expected to be positively associated with group performance controlling for group positive affective tone. Two potential antecedents of leader positive mood, the leader's level of positive affectivity and the extent to which the leader's own manager engaged in contingent reward behavior, were hypothesized to be positively associated with leader positive mood at work. These hypotheses were tested among a sample of 53 sales managers who led groups ranging in size from 4 to 9 members. All of the hypotheses were supported. Implications of these results and directions for future research are discussed.