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SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.
Abstract
reviewers for their comments on this manuscript. I can now be reached at the Belk College of Business
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“customers who were confronted with positive affective expressions of service providers reported experiencing more positive affect themselves”
From The Social Effects of Emotions (2022) · cites this paper as Pugh 2001
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“…contagion process can work in the opposite direction as well: if a customer service worker is in a bad mood, he or she may transfer this negativity to the customer, leading the customer to feel dissatisfied, even if the employee was successful in the cognitive aspects of the encounter (Pugh, 2001).”
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“Research in this area has also been advanced by accentuating how the organizational context constrains or encourages emotion norms (e.g., employees showing positive emotions only during less busy times in convenience stores or banks; Pugh, 2001; Rafaeli & Sutton, 1990).”
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“Emotional labor occurs when employees must alter their emotional expressions in order to meet the display rules of the organization (Ashforth & Humphrey, 1993; Diefendorff, Croyle, & Gosserand, 2005; Hochschild, 1979; Pugh, 2001; Rafaeli & Copyright # 2010 John Wiley & Sons, Ltd. J. Organiz.”
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“For instance, task-related behavior toward customers (what Podsakoff and MacKenzie [1997] referred to as “service-oriented behaviors”) or emotional contagion processes (Pugh, 2001) may also help to explain this relationship.”
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“This study considered display authenticity in service research as recently encouraged by others (e.g., Côté & Morgan, 2002; Pugh, 2001; Tsai & Huang, 2002) and applied Duchenne smile research ideas to a service encounter.”
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Mattila, A., & Enz, C. (2002) · Journal of Service Research · doi:10.1177/1094670502004004004 · Cited by 872
“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.”
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“In the context of service interactions, emotional contagion creates a ripple effect of emotions from service employees to customers (Pugh 2001; Tsai and Huang 2002; Verbeke 1997).”
The Sociology of Emotional Labor
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“…an effect attributed to clerks’ greater faster pace and customers were more prevalent see also Rafaeli & Sutton 1990). more recent studies, Pugh (2001) extends focus to understanding the antecedents and dispositions should predict the degree to which they comply with employer display…”
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“Further, personal and emotional interaction with salespeople has been proved to affect customer satisfaction in many settings (Bitner et al., 2000; Pugh, 2001; Auh et al., 2007; Ching-Jui et al., 2007; Jayawardhena et al., 2007).”
BackgroundA Social Interaction Model Of The Effects Of Emotion Regulation On Work Strain
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“Research has shown that positive emotional expression is related to service performance, including tips and evaluations of service quality (e.g., Parkinson, 1991; Pugh, 2001).”
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Ashkanasy, N. M., Härtel, C. E. J., & Daus, C. S. (2002) · Journal of Management · doi:10.1177/014920630202800304 · Cited by 577
“Nonetheless, when service agents do display positive emotion, it affects displays of positive affect of customers (Pugh, 2001).”
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“, Grandey, 2000; Morris & Feldman, 1996) and empirical work (e.g., Diefendorff & Richard, 2003; Pugh, 2001) suggest that the management of emotions and emotional displays is important for success in numerous jobs.”
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“For example, affective-motivational states such as engagement are highly “contagious” and transferrable to other members of the organization (Pugh, 2001).”
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“Past research shows that individuals respond favorably to others' displays of pleasant emotions (Clark et al., 1996; Harker & Keltner, 2001; Pugh, 2001).”
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“…emotional expressions has been shown to contribute to such instrumental goals as obtaining a job, gaining social support, and achieving higher performance ratings and tips (Clark, Pataki, & Carver, 1996; Fox & Spector, 2000; Kristof-Brown, Barrick, & Franke, 2002; Pugh, 2001; Tidd & Lockard, 1978).”
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“Accordingly, we conjecture that when customers are exposed to the emotional displays of employees, they experience corresponding changes in their own affective status (Pugh 2001, Barsade 2002).”
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“Though employees in most occupations would treat the customer as “king” in order to maintain customer loyalty and return business, in some occupations the nature of those interactions are specifically part of the job (Pugh, 2001; Rafaeli & Sutton, 1987).”
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“Pugh (2001) noted that customers can catch the positive affect of frontline workers, resulting in higher evaluations of service quality.”
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“For example, waiters and waitresses, airline attendants, hotel desk clerks, and many other service employees are expected to provide “service with a smile” and thus to display positive emotions to customers (Pugh, 2001).”
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Grace, D., & O’Cass, A. (2004) · Journal of Services Marketing · doi:10.1108/08876040410557230 · Cited by 353
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“Thus, a customer’s positive emotion triggered by emotional contagion leads to a positive evaluation of a service encounter (Pugh 2001).”
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“research regarding customer-contact employees (Pugh, 2001)”
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“For example, Pugh (2001) demonstrated that the display of positive emotion by bank employees is positively related to customers’ positive affect following service encounters, and to their evaluations of service quality.”
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BackgroundInfluentialThe persuasive power of emotions: Effects of emotional expressions on attitude formation and change.
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“…awareness among both academics and practitioners that the emotional expressions of customer-service workers may influence customers’ satisfaction and purchase intentions, as is reflected in the famous credo of service with a smile (Grandey, Fisk, Mattila, Jansen, & Sideman, 2005; Pugh, 2001).”
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“Researchers have studied these emotional displays in boundary spanning positions, such as customer service, and find that emotions do travel between employee and customer (Pugh, 2001).”
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Bono, J. E., & Vey, M. A. (2007) · Journal of Occupational Health Psychology · doi:10.1037/1076-8998.12.2.177 · Cited by 213
Managers' emotional displays and employees' willingness to act entrepreneurially
Brundin, E. L., Patzelt, H., & Shepherd, D. A. (2007) · Journal of Business Venturing · doi:10.1016/j.jbusvent.2006.10.009 · Cited by 187
Customer satisfaction in a retail setting
Burns, D. J., & Neisner, L. (2006) · International Journal of Retail & Distribution Management · doi:10.1108/09590550610642819 · Cited by 191
Kim, S., O’Neill, J. W., & Cho, H.-M. (2009) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2009.08.003 · Cited by 220
Vandenberghe, C., Bentein, K., Michon, R., Chebat, J., Tremblay, M., & Fils, J. (2007) · Journal of Applied Psychology · doi:10.1037/0021-9010.92.4.1177 · Cited by 202
“These emotions are thought to lead, through contagion processes, to positive evaluations of services by customers (Grandey, Fisk, Mattila, Jansen, & Sideman, 2005; Pugh, 2001; Rafaeli & Sutton, 1990; Tan, Foo, & Kwek, 2004; Tsai & Huang, 2002).”
BackgroundReceiving word-of-mouth from the service customer: An emotion-based effectiveness assessment
Söderlund, M., & Rosengren, S. (2006) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2006.10.001 · Cited by 207
Kleef, G. A. V., van Doorn, E. A., Heerdink, M. W., & Koning, L. F. (2011) · European Review of Social Psychology · doi:10.1080/10463283.2011.627192 · Cited by 205
“With regard to attitudes, evidence from studies on consumer behaviour (e.g., Howard & Gengler, 2001; Pugh, 2001) converges with lab studies on attitude formation (Van Kleef & Van den Berg, 2011) in supporting the main postulates of EASI theory.”
Cornelissen, J., Mantere, S., & Vaara, E. (2013) · Journal of Management Studies · doi:10.1111/joms.12073 · Cited by 267
“Our case provides a number of specific examples of how individual police officers took note of each other’s emotions and adjusted their own emotions accordingly (Hatfield et al., 1994; Pugh, 2001).”
“ We aren't your reincarnation! ” workplace motivation across X, Y and Z generations
Mahmoud, A. B., Fuxman, L., Mohr, I., Reisel, W. D., & Grigoriou, N. (2020) · International Journal of Manpower · doi:10.1108/ijm-09-2019-0448 · Cited by 412
Giardini, A., & Fresé, M. (2006) · Journal of Occupational Health Psychology · doi:10.1037/1076-8998.11.1.63 · Cited by 213
“Positive emotional signals from the customer might diminish the employee’s negative affect and, hence, reduce emotional dissonance more quickly (Côté, in press; Pugh, 2001).”
Background
Metadata
- Authors
- Pugh, S. D.
- Affiliations
- University of North Carolina at Charlotte (US)
- Corresponding author
- Pugh, S. D.
- ORCID
- Pugh, S. D.
- Venue
- Academy of Management Journal
- Publisher
- Academy of Management
- Published
- 2001-10-01
- Volume
- 44
- Issue
- 5
- Pages
- 1018-1027
- ISSN
- 0001-4273 (ISSN-L)
- 1948-0989
- OpenAlex
- W2036862235
- Cited by
- 1,393
- References
- 0
- Citations by year
- 2026: 32 · 2025: 32 · 2024: 43 · 2023: 59 · 2022: 59 · 2021: 69 · 2020: 81 · 2019: 89 · 2018: 69 · 2017: 73 · 2016: 77 · 2015: 86 · 2014: 73 · 2013: 77 · 2012: 60
- FWCI
- 81.30
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Academy of Management Journal (publishedVersion)
- Topics
- Social Sciences › Sociology and Political Science › Emotional Labor in Professions
- Social Sciences › Business, Management and Accounting › Marketing › Customer Service Quality and Loyalty
- Social Sciences › Business, Management and Accounting › Marketing › AI in Service Interactions
- Keywords
- emotional contagion, service encounters, customer service, service employees, consumer emotions
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