The DOI matches its Crossref record; 8 of the 8 references it cites were found in a registry or an index.
The Role of Emotions in Service Encounters
Abstract
This article advances our understanding of the influence of affect in consumers’ responses to brief, nonpersonal service encounters. This study contributes to the services marketing literature by examining for mundane service transactions the impact of customer-displayed emotion and affect on assessments of the service encounter and the overall experience. Observational and perceptual data from customers were matched with frontline employees in 200 transaction-specific encounters. The results of this study suggest that consumers’ evaluations of the service encounter correlate highly with their displayed emotions during the interaction and postencounter mood states. Finally, the findings indicate that frontline employees’perceptions of the encounter are not aligned with those of their customers. The managerial implications of these findings are briefly discussed.
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Cites
Hu, L., & Bentler, P. M. (1999) · Structural Equation Modeling A Multidisciplinary Journal · doi:10.1080/10705519909540118 · Cited by 108,788
Schwarz, N., & Clore, G. L. (1983) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.45.3.513 · Cited by 4,952
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Bower, G. H. (1981) · American Psychologist · doi:10.1037/0003-066x.36.2.129 · Cited by 4,154
A Role Theory Perspective on Dyadic Interactions: The Service Encounter
Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985) · Journal of Marketing · doi:10.2307/1251180 · Cited by 2,004 · cited 1×
“Moreover, gaining a deeper understanding of the role of displayed emotions is important since service encounters (as social occasions) are characterized by interdependence between providers and consumers (Czepiel 1990; Solomon et al. 1985).”
BackgroundMano, H., & Oliver, R. L. (1993) · Journal of Consumer Research · doi:10.1086/209361 · Cited by 1,973
SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.
Pugh, S. D. (2001) · Academy of Management Journal · doi:10.2307/3069445 · Cited by 1,393 · cited 5×
“Although some evidence exists to suggest that true employee feelings do not affect their displayed emotions (Pugh 2001), it may affect their evaluations of their performance and their desire to read and adjust to the mood of the customer.”
BackgroundInfluentialShould we delight the customer?
Rust, R. T., & Oliver, R. L. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281008 · Cited by 712
Cited by
Groth, M., Hennig-Thurau, T., & Walsh, G. (2009) · Academy of Management Journal · doi:10.5465/amj.2009.44634116 · Cited by 580
Service with A Smile and Encounter Satisfaction: Emotional Contagion and Appraisal Mechanisms
Barger, P. B., & Grandey, A. A. (2006) · Academy of Management Journal · doi:10.5465/amj.2006.23478695 · Cited by 503
Shiau, W.-L., & Luo, M. M. (2012) · Computers in Human Behavior · doi:10.1016/j.chb.2012.07.030 · Cited by 471
The Positive and Negative Effects of Switching Costs on Relational Outcomes
Jones, M. A., Reynolds, K. E., Mothersbaugh, D. L., & Beatty, S. E. (2007) · Journal of Service Research · doi:10.1177/1094670507299382 · Cited by 446
Impact of store environment on impulse buying behavior
Mohan, G., Sivakumaran, B., & Sharma, P. (2013) · European Journal of Marketing · doi:10.1108/ejm-03-2011-0110 · Cited by 423
Metadata
- Authors
- Mattila, A. S., & Enz, C. A.
- Venue
- Journal of Service Research
- Publisher
- SAGE Publications
- Published
- 2002-05
- Volume
- 4
- Issue
- 4
- Pages
- 268-277
- ISSN
- 1094-6705 (ISSN-L)
- 1552-7379
- OpenAlex
- W2146612248
- Cited by
- 808
- References
- 8
- FWCI
- 13.12
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
