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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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“Emotion contagion has been documented in individual and group interactions (e.g., Barsade, 2002; Neumann & Strack, 2000; Pugh, 2001), but the boundaries within which it is likely to occur are unclear.”
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“Second, research on emotional contagion suggests that social interactions facilitate the transmission of the emotional state of social actors (Pugh, 2001).”
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“From an organizational perspective, employees’ adherence to emotional labor demands is valuable because of the potential benefits in achieving organizational outcomes, particularly in service occupations (Grandey & Brauburger, 2002; Pugh, 2001; Tolich, 1993).”
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“Also, emotional dissonance might affect customer satisfaction or perceived IT department effectiveness or service quality (Pugh 2001).”
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“This finding supports the idea that the exchange between customer and employee occurred in ways that affected performance (Pugh, 2001), but in ways of which they might have been unaware.”
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Chi, N.-W., Grandey, A., Diamond, J., & Krimmel, K. (2011) · Journal of Applied Psychology · doi:10.1037/a0022884 · Cited by 203
“Future research can determine if the effects are from enhancing employee (George, 1991) or customer (Pugh, 2001) positive mood.”
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Cha, S. E., Hewlin, P. F., Roberts, L. M., Buckman, B. R., Leroy, H., Steckler, E. L., Ostermeier, K. K., & Cooper, D. (2019) · Academy of Management Annals · doi:10.5465/annals.2016.0108 · Cited by 250
“Across many, and especially service, occupations, display rules often emphasize the expression of positive emotions such as friendliness and enthusiasm, which are associated with customer satisfaction and ratings of service quality (Barger & Grandey, 2006; Pugh, 2001; Tsai &Huang, 2002).”
BackgroundEMOTIONAL INTELLIGENCE AND NEGOTIATION: THE TENSION BETWEEN CREATING AND CLAIMING VALUE
der Foo, M., Elfenbein, H., Tan, H., & Aik, V. C. (2004) · International Journal of Conflict Management · doi:10.1108/eb022920 · Cited by 194
Interaction behaviors leading to comfort in the service encounter
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Emotional labor of the tour leaders: An exploratory study
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Emotional influence at work: Take it EASI
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“For instance, Pugh (2001) examined the effects of bank tellers’ positive emotional displays (e.g., smiling) on customers’ emotions and judgments.”
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“Busy environments (high occupancy) may cause stress in employees, and these internal feelings may be reflected in customer interactions (Pugh, 2001).”
BackgroundThe Influence of Angry Customer Outbursts on Service Providers' Facial Displays and Affective States
Dallimore, K., Sparks, B., & Butcher, K. (2007) · Journal of Service Research · doi:10.1177/1094670507304694 · Cited by 177
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“These results are consistent with emotional contagion theories, which predict the transfer of emotions from one person to another (Hatfield, Cacioppo & Rapson, 1994); however, most studies have examined the transfer of emotions from employees to customers, rather than the other way around (HennigThurau, Groth, Paul, &…”
BackgroundResultInfluentialPredicting online product sales via online reviews, sentiments, and promotion strategies
Chong, A. Y., Li, B., Ngai, E. W. T., Ch’ng, E., & Lee, F. (2016) · International Journal of Operations & Production Management · doi:10.1108/ijopm-03-2015-0151 · Cited by 192
“Emotion contagion can be understood as a phenomenon in which ‘exposure to an individual expressing positive or negative emotion can produce a corresponding change in the emotional state of the observer’ (Pugh, 2001, pp.1020).”
BackgroundThe Relationship Between Emotional Resources and Emotional Labor: An Exploratory Study
Liu, Y., Prati, L., Perrewé, P., & Ferris, G. R. (2008) · Journal of Applied Social Psychology · doi:10.1111/j.1559-1816.2008.00398.x · Cited by 175
Emotional intelligence, its measurement and implications for the workplace
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“Journal compilation © 2008 Blackwell Publishing Ltd high levels of emotional labour (Hochschild 1983; Pugh 2001) and are typically experienced as highly stressful (Johnson et al.”
BackgroundWhat Is the Relationship Between Audit Partner Busyness and Audit Quality
Goodwin, J., & Wu, D.-H. (2016) · doi:10.1111/1911-3846.12129 · Cited by 168
The effects of customer personality traits on the display of positive emotions
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Strategic use of emotional intelligence in organizational settings: Exploring the dark side
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Does the employee-customer satisfaction link hold for all employee groups?
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“Emotion contagion has been observed in laboratory and field studies across a range of interactions that include employee–customers (e.g. Barger & Grandey, 2006; Pugh, 2001), leader–followers (e.”
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Quiet quitting: relationship with other concepts and implications for tourism and hospitality
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“Research has increasingly focused on the impact of employee displays, with evidence suggesting that “service with a smile” can lead to better service experiences for customers (Kim & Yoon, 2012; Pugh, 2001).”
BackgroundMany diversities for many services: Theorizing diversity (management) in service companies
Janssens, M., & Zanoni, P. (2005) · Human Relations · doi:10.1177/0018726705053424 · Cited by 155
“Indications of the importance of our first service dimension, customers’ proximity versus invisibility, can be found in the growing number of empirical studies on ‘emotional’ and ‘aesthetic’ labour in service professions where employees and customers interact face-to-face (Hancock & Tyler, 2000; Hochschild, 1983; Höpf…”
BackgroundLadhari, R., Souiden, N., & Ladhari, I. (2011) · Journal of Financial Services Marketing · doi:10.1057/fsm.2011.10 · Cited by 153
Schubert, E. (2013) · Frontiers in Psychology · doi:10.3389/fpsyg.2013.00837 · Cited by 203
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Lilius, J. M. (2012) · Academy of Management Review · doi:10.5465/amr.2010.0458 · Cited by 159
“These expressed positive emotions, in turn, have been shown to be contagious (e.g., Barsade, 2002; Hatfield, Cacioppo, & Rapson, 1994; Pugh, 2001) and can shape client response in ways that enhance interpersonal functioning (e.g., Fredrickson & Joiner, 2002; Staw & Barsade, 1993), such as…”
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“For example, Pugh (2001) examined emotional contagion in a sample of bank tellers, finding that employees who were more emotionally expressive displayed positive emotions more frequently, which in turn led to increased positive affect in customers with whom they interacted.”
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Crowdfunding success: a systematic literature review 2010–2017
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Let the Avatar Brighten Your Smile: Effects of Enhancing Facial Expressions in Virtual Environments
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“Indeed, research suggests that moods often are subtly transferred to others through contagion processes involving facial mimicry and feedback (Barsade, 2002; Hatfield, Cacioppo, & Rapson, 1994; Moody, McIntosh, Mann, & Weisser, 2007; Pugh, 2001; Totterdell, 2000).”
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Hill, A. L., Rand, D. G., Nowak, M. A., & Christakis, N. A. (2010) · Proceedings of the Royal Society B Biological Sciences · doi:10.1098/rspb.2010.1217 · Cited by 341
“The spread of positive mood is a common technique in interpersonal relations, and the ‘service with a smile’ technique is a well-known example (Pugh 2001).”
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“Thus, positive emotions increase positive customer responses, such as customer satisfaction (Barger and Grandey, 2006) and quality perception (Pugh, 2001).”
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“They generally arise when the displayer’s emotional expression elicits corresponding emotions in the observer through primitive contagion (e.g., Hatfield, Cacioppo, & Rapson, 1992; Pugh, 2001).”
BackgroundResultInfluentialSandstrom, G. M., & Dunn, E. W. (2014) · Social Psychological and Personality Science · doi:10.1177/1948550613502990 · Cited by 140
Multiple emotional contagions in service encounters
Du, J., Fan, X., & Feng, T. (2010) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-010-0210-9 · Cited by 142
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Mattila, A., Grandey, A., & Fisk, G. M. (2003) · Journal of Service Research · doi:10.1177/1094670503257043 · Cited by 140
“Future research should try to replicate these results with different samples, different service settings, and manipulating con textual variables such as the busyness of the hotel (Pugh 2001; Rafaeli and Sutton 1987).”
BackgroundResultInfluentialLinking service employees' emotional competence to customer satisfaction: a multilevel approach
Giardini, A., & Fresé, M. (2008) · Journal of Organizational Behavior · doi:10.1002/job.509 · Cited by 133
“, by smiling or a friendly greeting) and the customer’s positive affective state (Pugh, 2001; Tsai & Huang, 2002).”
BackgroundResultInfluentialInfluence of Streamer's Social Capital on Purchase Intention in Live Streaming E-Commerce
Ping, X., Cui, B.-J., & Lyu, B. (2022) · Frontiers in Psychology · doi:10.3389/fpsyg.2021.748172 · Cited by 162
“The dissemination situation and activities of live streaming commerce stimulate the viewers’ emotional response and purchase behavior, and the emotional transmission of the streamer has also become a basic ability and skill (Douglas Pugh, 2001).”
BackgroundRichardson, G. L., & Jackson, B. M. (2018) · Encyclopedia of Behavioral Medicine · doi:10.1002/9781118107249.ch5 · Cited by 138
Delpechitre, D., Beeler, L. L., & Chaker, N. N. (2018) · Journal of Business Research · doi:10.1016/j.jbusres.2018.05.007 · Cited by 161
Asrar‐ul‐Haq, M., Anwar, S., & Hassan, M. (2017) · Future Business Journal · doi:10.1016/j.fbj.2017.05.003 · Cited by 182
“Emotional labor in this context can be described as managing and modifying one's emotions to meet the regulations of job and organization (Diefendorff, Croyle, & Gosserand, 2005; Pugh, 2001).”
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Davies, G., Chun, R., & Kamins, M. A. (2009) · Strategic Management Journal · doi:10.1002/smj.825 · Cited by 123
Interactions with the public: Bridging job design and emotional labor perspectives
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“Emotion is only just beginning to be incorporated into organizational studies and recent years have seen a spurt of interest in the field of emotions in organizations (Boudens, 2005; Fineman, 2006; Fisher and Ashkanasy, 2000; Kiefer, 2005; Muchinsky, 2000; Pugh, 2001; Sieben, 2007; Sturdy, 2003; Tan et al., 2003; Yang…”
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“It thereby adds to previous research showing that between-person differences in deep acting are related to customer service evaluations, customers’ behavioral intentions, and customer tips (Chi et al., 2011; Grandey et al., 2005; Pugh, 2001).”
ResultInterpersonal Process of Emotional Labor: The Role of Negative and Positive Customer Treatment
Zhan, Y., Wang, M., & Shi, J. (2015) · Personnel Psychology · doi:10.1111/peps.12114 · Cited by 134
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“Emotional contagion effects could be involved, too, when displayed emotions related to satisfaction among professionals affect the mood of service users, resulting in higher levels of reported service user satisfaction (Barger and Grandey 2006; Pugh 2001).”
BackgroundInfluentialFrontline Employee Customer-Oriented Attitude in the Presence of Job Demands and Resources
Yoo, J., & Arnold, T. J. (2016) · Journal of Service Research · doi:10.1177/1094670515589956 · Cited by 124
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Allen, J. A., Pugh, S., Grandey, A., & Groth, M. (2010) · Human Performance · doi:10.1080/08959281003621695 · Cited by 124
Self-citationTrickle Effects of Cross-Sector Social Partnerships
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“Similarly, an employee who is negative about the partnership will generate a tendency of negative processing among customers (e.g., Pugh, 2001; Stock and Hoyer, 2005).”
BackgroundRevisiting the smiling service worker and customer satisfaction
Söderlund, M., & Rosengren, S. (2008) · International Journal of Service Industry Management · doi:10.1108/09564230810903460 · Cited by 129
“with whom she/he interacts (Hatfield et al., 1992; Hess et al., 1998; Hsee et al., 1990; Neumann and Strack, 2000; Pugh, 2001).”
BackgroundThe ability to influence others via emotion displays
Côté, S., & Hideg, I. (2011) · Organizational Psychology Review · doi:10.1177/2041386610379257 · Cited by 113
“In addition, several studies have found that customers’ emotions mediate the effect of service agents’ displays of emotions on customers’ attitudes and intentions (Barger & Grandey, 2006; Pugh, 2001; Tsai, 2001; Tsai & Huang, 2002).”
BackgroundDo you feel what I feel? Mood contagion and leadership outcomes
Johnson, S. K. (2009) · The Leadership Quarterly · doi:10.1016/j.leaqua.2009.06.012 · Cited by 137
Stock, R. M. (2011) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-010-0215-4 · Cited by 122
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“This is not surprising as purposeful displays of positive emotions by employees can engender positive feelings in customers, and subsequently increase positive evaluations of the service provider (Hennig-Thurau, Groth, Paul, & Gremler, 2006; Luong, 2005; Pugh, 2001; Tsai & Huang, 2002).”
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“Scholars have also begun to study theoretical mechanisms explaining the potential flow of influence in this value–profit chain, with many suggesting an emotional contagion effect from store managers to store service employees and from store service employees to customers (Hennig-Thurau, Groth, Paul, & Gremler, 2006; H…”
BackgroundMethodResultInfluentialThe impact of time pressure on impulsive buying: The moderating role of consumption type
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“…affects positive emotional display is important because the expression of positive emotions has been shown to be closely associated with customers’ perceptions of service quality, customer satisfaction, and loyalty (Pugh, 2001; Rogelberg, Barnes-Farrell, & Creamer, 1999; Tsai & Huang, 2002).”
BackgroundImplicit affect in organizations☆
Barsade, S. G., Ramarajan, L., & Westen, D. (2009) · Research in Organizational Behavior · doi:10.1016/j.riob.2009.06.008 · Cited by 123
“Customers who interacted with employees who displayed positive emotion were not only feeling positive themselves but they subsequently rated those employees more positively in terms of service quality (Pugh, 2001) and customer satisfaction (Tan et al., 2004).”
BackgroundInfluentialBeyond valence: a meta-analysis of discrete emotions in firm-customer encounters
Kranzbühler, A., Zerres, A., Kleijnen, M. H. P., & Verlegh, P. W. J. (2019) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-019-00707-0 · Cited by 143
“contact is an important trigger of consumers’ emotions, for instance via emotional contagion processes, which can ultimately also impact firm evaluations (Pugh 2001).”
Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model
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“Consequently, we suggest that customers will be less likely to mistreat employees operating under display rules because positive emotional displays contribute to more satisfying customer service experiences (Barger & Grandey, 2006; Pugh, 2001).”
BackgroundDispositional Antecedents and Consequences of Emotional Labor at Work
Liu, Y., Perrewé, P. L., Hochwarter, W. A., & Kacmar, C. J. (2004) · Journal of Leadership & Organizational Studies · doi:10.1177/107179190401000402 · Cited by 107
“One of the central messages of Hochschild’s (1983) work is that displayed emotions can be used to induce certain feeling states in others (Pugh, 2001).”
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Emotion in Organizations: Theory and Research
Elfenbein, H. A. (2022) · Annual Review of Psychology · doi:10.1146/annurev-psych-032720-035940 · Cited by 156
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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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