How Display Rules Influence Turnover in Healthcare Teams and the Moderating Role of Team Negative Affective Tone

Team display rules are expressive norms shared by team members about how to positively impact a customer's perception of service quality and satisfaction. For frontline employees' working in teams, however, the costs benefits less clear as empirical links objective, behavioral outcomes, such turnover, rare. In study 442 healthcare professionals, within 72 teams large children’s hospital, we investigate effects positive (i.e., expectations among express emotions) negative suppress on time-lagged objective voluntary turnover. We found that prompted retention, while reduced psychological attachment affective commitment) increased turnover 12 months later. tone emotions associated with different contexts) amplified detrimental rules. Overall, this highlights important nuanced socioemotional context particular, consequential influence FLEs behavior critical context, is, healthcare.