Cited by 1,393Emotional Labor in ProfessionsCustomer Service Quality and LoyaltyAI in Service Interactions

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SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.

Pugh, S. D.·2001·Academy of Management Journal

DOI 10.2307/3069445

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“Therefore, to make the operator more aware of smile expressions, a self-feedback method confirming his/her own face is necessary [14].”
Method
Les régulations individuelles et collectives des émotions dans des métiers sujets à incidents émotionnels : quels enjeux pour la GRH ?
Monier, H. (2017) · theses.fr (ABES) · doi:10.70675/479f8831z9e1az4b9dz8405z8dcaf5ff32e6 · Cited by 1
Impact of Stressful Situations on Salespersons' Gestures
Coffre, P. (2017) · Journal of Business-to-Business Marketing · doi:10.1080/1051712x.2017.1313669 · Cited by 1
“The smile is related to friendly relations (Douglas 2001).”
Background
The Effects of Instructor's Non-verbal Communication on High School Student Athletes' Emotional Reaction and Self-efficacy
Park, Y.-C., & Ko, W.-S. (2016) · doi:10.5762/kais.2016.17.12.170 · Cited by 1
Developing a General Scale for Testing the Amount of the Individual’s Susceptibility to Performance Contagion
Ahmadi, F. (2016) · doi:10.15804/tner.2016.45.3.01 · Cited by 1
“Area of study Subject of study Authors Behavioral contagion Contagion in customer serving Pugh (2001), Barger & Grandy (2006) Emotional contagion Facial expressions, physical posturing, moods and emotions (determining the relationships among emotional susceptibility and personality, experience and gender) Hatfi eld, C…”
Background
Relationships among Salespersons’Rapport Building Behaviors for Customers, Salesperson Rapport, and Job Satisfaction: Focused on Apparel Salespersons
김, 미., & Kim, J.-I. (2016) · Journal of Product Research · doi:10.36345/kacst.2016.34.4.002 · Cited by 1
The Effect of Employee Behavior on Customer Participation——A Model Construction
Zhao, Y. (2014) · Advances in intelligent systems research/Advances in Intelligent Systems Research · doi:10.2991/icassr-14.2014.8
“If environment give individuals a positive stimulus, individuals will have a positive emotion, on the contrary, negative environmental stimuli will bring individuals a negative emotion (Pugh, 2001) [10] .”
Background
Real Smiles vs. Faked Smiles: How Emotional Labor Impacts Service Behaviors
Whiting, A. (2014) · Journal of applied marketing theory · doi:10.20429/jamt.2014.050103 · Cited by 1
Elements of a talent strategy for effective relationship building: A study among bank sales and service providers
Vella, J. M., Caruana, A., & PITT, L. F. (2014) · Journal of Financial Services Marketing · doi:10.1057/fsm.2014.14 · Cited by 2
The Effect of Emotional Labor(EL) on Job Stress and Emotional Exhaustion -Investigation on Moderating Effect of Emotional Dissonance-
장, 연., Park, Y.-K., & Choi, H.-S. (2013) · Journal of Korea Service Management Society · doi:10.15706/jksms.2013.14.5.002 · Cited by 1
Commitment to Emotional Display Rules as a Moderator of Emotional Labor on Emotional Dissonance and Accomplishment
Kim, T., Yang, J.-Y., & Chang, K. (2012) · doi:10.24985/kjss.2012.23.2.390 · Cited by 1
The Impacts of Employees' Emotions on Service Responsibility Attribution When Customers Participate in Services
Du, Y.-Y., Qiu, L., & Huang, Y.-H. (2012) · 2012 International Joint Conference on Service Sciences · doi:10.1109/ijcss.2012.51 · Cited by 1
“…and emotional labor often draws on the emotional contagion theory, claiming that by influencing customers’ affective states, the displayed emotions of service employees affect customers’ perception and evaluation of service quality (Pugh, 2001; HennigThurau, Groth, Paul, and Gremler, 2006 etc.).”
Background
Smile! Your employees are watching: How embodied cognitions can influence employees' “service with a smile”.
Gabriel, A. S. (2012) · The Psychologist-Manager Journal · doi:10.1080/10887156.2012.676877
Effect of Salesperson's and Customer's Nonverbal Communication at Service Encounter
김경애, Parkmansuk, Park, J.-B., & kimSangHee (2011) · Management & Information Systems Review · doi:10.29214/damis.2011.30.4.003
Chapter 4 Sales Employee's Emotional Labor: A Question of Image or Support
Mishra, S. (2011) · Research on emotion in organizations · doi:10.1108/s1746-9791(2011)0000007009 · Cited by 1
A dyadic study of customer and employee personality on service employee affective delivery
Liu, X.-Y. (2011) · ICSSSM11 · doi:10.1109/icsssm.2011.5959385 · Cited by 1
“One potential mechanism by which personality traits affect another person’s emotions is the process of “catching” customers’ emotions if they display emotions [8].”
Background

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
DOI: 10.2307/3069445
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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SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.

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