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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“For instance, Pugh (2001) found that customers can Bcatch^ the positive emotions of employees, as long as employees outwardly express their positive emotions.”
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“…can frequently provide insight into an individual’s emotional state (Russell, 1994), which may partly explain the emotional labor mantra of Volume 18 Issue 10 “service with a smile” (Pugh, 2001), which assumes that service from positive, happy staff/employees leads to happy, satisfied customers.”
Background
Whistle While You Work
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“…were selected as customers use them frequently during short service interactions such as those at supermarket checkouts (Gutek, 1997), as they can be readily detected by employees, and because they can have a significant effect on employee outcomes (Pugh, 2001; Tsai and Huang, 2002; Zapf, 2002).”
Personality and Trust Fosters Service Quality
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Exploring the effect of AI warm response on consumer reuse intention in service failure
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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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