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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“In turn, this contagion process should have a positive effect on customer positive affect following the service encounter and, therefore, contribute to more positive customer evaluations of the service received (Brown & Lam, 2008; Pugh, 2001).”
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“Lending credence to this mantra is a large and diverse body of scholarship documenting varied interpersonal effects of service providers’ display of positive affect (e.g., Barger and Grandey, 2006; Hofmann et al., 2021; Ka-shing and Chan, 2020; Pugh, 2001).”
Background
Emotion work as a source of employee well- and ill-being: the moderating role of service interaction type
Kern, M., Trumpold, K., & Zapf, D. (2021) · European Journal of Work and Organizational Psychology · doi:10.1080/1359432x.2021.1873771 · Cited by 33
“Thus, managers are advised to provide a rationale for the engagement in more difficult customer interactions and should invest in training and communication that emphasizes the meaningfulness of displayed emotions on customer satisfaction and loyalty (e.g., Pugh, 2001).”
Background
Exploring the usefulness of medical clowns in elevating satisfaction and reducing aggressive tendencies in pediatric and adult hospital wards
Efrat-Triester, D., Altman, D., Friedmann, E., Margalit, D. L.-A., & Teodorescu, K. (2020) · BMC Health Services Research · doi:10.1186/s12913-020-05987-9 · Cited by 18
“Our ndings are consistent with previous studies that found (a) a negative relationship between negative affectivity and satisfaction (43,44,61,84), and (b) a positive relationship between negative affectivity and aggressive tendencies (58).”
BackgroundResult
The role of team-member exchange: Restaurant servers’ emotional intelligence, job performance, and tip size
Oh, H., & Jang, J. (2020) · Journal of Human Resources in Hospitality & Tourism · doi:10.1080/15332845.2020.1672248 · Cited by 18
Employee emotional displays in the extended service encounter
Söderlund, M., & Berg, H. (2019) · Journal of service management · doi:10.1108/josm-06-2019-0208 · Cited by 19
Supportive Climate and Its Protective Role in the Emotion Rule Dissonance – Emotional Exhaustion Relationship
Ortiz-Bonnín, S., Buades, E. G., Caballer, A., & Zapf, D. (2016) · Journal of Personnel Psychology · doi:10.1027/1866-5888/a000160 · Cited by 21
Rater mood and employee emotional expression in a customer service scenario: interactions and implications for performance review outcomes
Daus, C. S. (2001) · Journal of Quality Management · doi:10.1016/s1084-8568(01)00044-x · Cited by 18
Brand wagon effect: How brand equity eclipses the effect of eWoM on purchase intentions – Mediating role of review helpfulness
Upadhyay, Y., & Tripathi, A. (2023) · Journal of Business Research · doi:10.1016/j.jbusres.2023.114239 · Cited by 20
Avatar-mediated service encounters: impacts and research agenda
Watanabe, K., & Ho, B. Q. (2023) · Service Industries Journal · doi:10.1080/02642069.2023.2169277 · Cited by 34
“Given this, customers evaluate a service highly when the service FLE ’ s behavior is characterized by context-oriented reactions and positive emotions (Arnould & Price, 1993; Pugh, 2001).”
Background
Emotional labor in a sales ecosystem: a salesperson-customer interactional framework
Klein, M. C. A. (2021) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-01-2020-0019 · Cited by 21
Universality vs. Cultural Specificity in the Relations Among Emotional Contagion, Emotion Regulation, and Mood State: An Emotion Process Perspective
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“For example, the display of a positive emotion by employees is found to be positively related to customers’ positive affect (Pugh, 2001).”
Background
What’s in a smile? A review of the benefits of the clinician’s smile
Beamish, A., Foster, J. J., Edwards, H., & Olbers, T. (2019) · Postgraduate medical journal · doi:10.1136/postgradmedj-2018-136286 · Cited by 17
Organizational and Individual Level Antecedents of Psychological Capital and its Associated Outcomes: Development of a Conceptual Framework
Srivastava, U. R., & Maurya, V. (2017) · Management and Labour Studies · doi:10.1177/0258042x17718739 · Cited by 29
“At the workplace, emotional state of the employee is directly influenced by the emotions displayed by the other employees or managers or immediate officers of the organization via emotional contagion (Johnson, 2008; Pugh, 2001; Story, Youssef, Luthans, Barbuto, & Bovaird, 2013).”
Background
Taking services seriously: New directions in services management theory and research
Pugh, S., & Subramony, M. (2016) · Human Resource Management Review · doi:10.1016/j.hrmr.2015.09.001 · Cited by 17
Self-citation
Positive social behaviors and suggestive selling in the same service encounter
Söderlund, M. (2013) · Managing Service Quality · doi:10.1108/msq-03-2013-0045 · Cited by 17
“This appears to be a wise practice – many researchers have shown that such behaviors have a positive impact on customers’ evaluations of the firm (Barger and Grandey, 2006; Ford, 1995; Gabbott and Hogg, 2000; Gremler and Gwinner, 2008; Pugh, 2001; Söderlund and Rosengren, 2008; Winsted, 2000).”
Background
Mobile testimony in the information age: The powers of travel reviews
Bissell, D. (2012) · International Journal of Cultural Studies · doi:10.1177/1367877911416885 · Cited by 17
“While affective cues might be woven into the experience of flight so that the passenger is prompted to feel in certain ways, for example the contagion of the flight attendant’s smile (Pugh, 2001), they illuminate that affect cannot be ‘reined-in’ and certainly cannot be resourcefully and unproblematically ‘engineered’…”
Background
Les contraintes de travail et les stratégies de régulation émotionnelle en centre de relation clientèle
Weerdt, C. R.-V. D. (2011) · Le travail humain · doi:10.3917/th.744.0321 · Cited by 35

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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