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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Yoon, D. J. (2017) · Human Resource Management Review · doi:10.1016/j.hrmr.2017.02.002 · Cited by 19
Social cues-customer behavior relationship : the mediating role of emotions and cognition
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Wrangling Tips
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“Aunque varios estudios han señalado la importancia de mostrar emociones reales para la calidad en el servicio (p. ej., Pugh, 2001), no existen muchos estudios empíricos que corroboren la relación entre la disonancia y/o el trabajo emocional y la calidad de servicio.”
Background
Exploring the effects of perceived service provider sincerity on consumers' emotional state and satisfaction during service consumption
Gountas, S., Mavondo, F., Ewing, M., & Gountas, J. (2011) · Tourism Analysis · doi:10.3727/108354211x13149079788819 · Cited by 12
“Additionally, the benefit of sincerity or authenticity for the service employee is apparent; research has shown that positively perceived displays in service providers results in higher rewards or “tips” (Pugh 2001; Tsai 2001; Tsai & Huang 2002).”
Influential
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“effect, which in turn may have a halo effect on perceptions of hard processes (Pugh, 2001; Tsai and Huang, 2002).”
Background
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“According to Pugh (2001), “…very few studies have examined customer emotions as an outcome of the service encounter, although a link between employee and customer emotions often has been suggested (e.g., Hochschild, 1983).””
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BackgroundInfluential
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“Efforts to identify the specific pathways through which emotional displays may affect others’ emotions, behavior, or judgment focus on emotional contagion as one central mechanism through which these effects occur (Groth et al. 2013; Pugh 2001).”
Background
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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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