The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.
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
Overview
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
Claims other papers make about this one
Each is checked against this paper’s own text: does it say what the citing paper says it does?
In the citing paper
“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
Citations
Cites
Development and validation of brief measures of positive and negative affect: The PANAS scales.
Watson, D., Clark, L. A., & Tellegen, A. (1988) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.54.6.1063 · Cited by 32,433
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Feeling and thinking: Preferences need no inferences.
Zajonc, R. B. (1980) · American Psychologist · doi:10.1037/0003-066x.35.2.151 · Cited by 8,094
Schwarz, N., & Clore, G. L. (1983) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.45.3.513 · Cited by 4,952
Mood and judgment: The affect infusion model (AIM).
Forgas, J. P. (1995) · Psychological Bulletin · doi:10.1037/0033-2909.117.1.39 · Cited by 3,470
Cited by
Sorted by citations
Items 1,001–1,003 of 1,003
Anger in Organizations: Review and Future DirectionsPreprint
Gibson, D. E., & Callister, R. R. (2009) · SSRN Electronic Journal · doi:10.2139/ssrn.1484915 · Cited by 2
Emotion Labor and Emotional Exhaustion : The Role of Emotional Intelligence
홍, 용. (2008) · doi:10.29214/damis.2008..25.010 · Cited by 1
Van-Hoorebeke, D. (2008) · doi:10.1051/larsg:2008003 · Cited by 1
“Plusieurs recherches, essentiellement en marketing, ont démontré l’impact de l’émotion exprimée par l’employé en contact avec les attitudes et intentions d’achat des consommateurs (S.D. Pugh, 2001, W.L. Tsai, et Y.M. Huang, 2002, P. Cottet et F. Vibert, 2003).”
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
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
