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 701–800 of 1,003
Benitez, M., León-Pérez, J., Orgambídez, A., & Medina, F. (2021) · International Journal of Environmental Research and Public Health · doi:10.3390/ijerph18158137 · Cited by 11
“In the context of our study, two complementary findings may explain our results: (1) when workers experience negative emotions and strain, it is the captured by customers through emotional contagion processes, affecting the customers’ perceived service quality [73]; (2) a study conducted in The Netherlands, that used…”
ResultThe effect of facial expression on emotional contagion and product evaluation in print advertising
Isabella, G., & Vieira, V. (2020) · RAUSP Management Journal · doi:10.1108/rausp-03-2019-0038 · Cited by 11
“Theoretical implications First, our findings are consistent with the literature on face-to-face emotional contagion (Hess & Bourgeois, 2010; Howard & Gengler, 2001; Pugh, 2001), as applied in service encounters (Dallimore et al.”
BackgroundResultCustomers as Co-Creators: Antecedents of Customer Participation in Online Virtual Communities
Yang, Y., Li, Z.-Q., Su, Y., Wu, S.-J., & Li, B. (2019) · International Journal of Environmental Research and Public Health · doi:10.3390/ijerph16244998 · Cited by 11
“The experience they gain directly activates a strong level of fantasy and joy [51]; this psychological feedback promotes customer participation [52].”
BackgroundAnderson, L., & Morgan, M. (2017) · Work Aging and Retirement · doi:10.1093/workar/waw039 · Cited by 11
Service employee evaluations of customer tips: an expectations-disconfirmation tip gap approach
Saunders, S. (2015) · Journal of Service Theory and Practice · doi:10.1108/jstp-07-2014-0148 · Cited by 11
Schaefer, R. A. B., & Palanski, M. (2014) · Organizational Behavior Teaching Review · doi:10.1177/1052562913489030 · Cited by 11
“As a result of this awareness, more jobs are requiring specific emotional displays from employees in order to influence the affective environment (or mood) at work to improve service quality (Pugh, 2001), customer satisfaction (Brown & Sulzer-Azaroff, 1994), and customer retention (Tsai, 2001).”
BackgroundKlep, A. H. M., Wisse, B. M., & der Flier, H. V. (2012) · British Journal of Social Psychology · doi:10.1111/bjso.12000 · Cited by 10
“Unfortunately, and in contrast to ample studies on beneficial effects of shared positive affect (e.g., Barsade, 2002; George, 1995; Mason & Griffin, 2003; Pugh, 2001; Walter & Bruch, 2008), research on the effects of negative affective sharing is scarce and mainly focuses on work group processes.”
ResultDiscovering a GEM:Development of the Group Emotions Model of Sport Fan Experience
Lee, H., & 김유겸 (2013) · IJASS(International Journal of Applied Sports Sciences) · doi:10.24985/ijass.2013.25.2.127 · Cited by 11
Sharif, K. (2009) · Services Marketing Quarterly · doi:10.1080/15332960902993502 · Cited by 11
“Hence managers should aim for creating ‘‘favorable emotional noise’’ which can act as a powerful precursor for propagating and spreading positive word-of-mouth through these human carriers (Pugh, 2001).”
BackgroundYoon, K., & Doucet, L. (2006) · Research on emotion in organizations · doi:10.1016/s1746-9791(06)02011-6 · Cited by 11
Server Emotional Experiences and Affective Service Delivery
Liu, Y., & Yang, J. (2006) · Journal of Foodservice Business Research · doi:10.1300/j369v09n02_08 · Cited by 12
Emotion and Entrepreneurial Cognition
Shepherd, D. A., & Patzelt, H. (2018) · Springer eBooks · doi:10.1007/978-3-319-71782-1_6 · Cited by 28
“, job satisfaction (Fisher 2003) and customer satisfaction (Rafaeli and Sutton 1987; Pugh 2001)), generally finding that individuals feel satisfaction when they have previously received positive feedback.”
BackgroundGracia, E., & Ashkanasy, N. (2014) · Research on emotion in organizations · doi:10.1108/s1746-979120140000010021 · Cited by 11
Emotional Intelligence and Leadership in Organization: A Meta-analytic Test of Process Mechanisms
Whitman, D. S. (2009) · FIU - Digital Commons (Florida International University) · doi:10.25148/etd.fi09120813 · Cited by 7
“Intelligence, 24,1.”
BackgroundInfluentialFrontline employee work engagement and customer service evaluations: a conceptual replication
Vaerenbergh, Y. V., & Hazée, S. (2024) · Journal of service management · doi:10.1108/josm-07-2024-0304 · Cited by 15
Wang, I.-A., Lin, S., & Chuang, T. S. (2024) · Current Psychology · doi:10.1007/s12144-024-06128-9 · Cited by 14
“Furthermore, while deep acting is conducive to positive outcomes for customers, surface acting tends to elicit negative customer responses (e.g. Pugh, 2001).”
Leading matters! Linking compassion and mindfulness in organizations through servant leadership
Miralles, S., Pessi, A. B., Pozo-Hidalgo, M., & Rodríguez-Sánchez, A. M. (2024) · Frontiers in Psychology · doi:10.3389/fpsyg.2024.1346751 · Cited by 26
“…learning (Maitlis et al., Miralles et al. 10.3389/fpsyg.2024.1346751 Frontiers in Psychology 02 frontiersin.org 2013; Weick and Sutcliffe, 2015; Mikkelsen et al., 2020), emotional culture of organizations (Barsade and O’Neill, 2016), and, for instance, the contagiousness of emotions (Pugh, 2001).”
BackgroundInfluentialHeavy Lifting: Emotional Labor and Election Administration
Clark, A. D., Barsky, C. S., & Bustinza, M. A. (2022) · Administration & Society · doi:10.1177/00953997221133497 · Cited by 10
Lee, C.-C., Yeh, W.-C., Chang, H.-C., Yu, Z., & Tsai, Z.-Y. (2022) · Frontiers in Psychology · doi:10.3389/fpsyg.2022.882490 · Cited by 10
Kazakova, A., Karimova, M., & Kim, I. (2021) · Sustainability · doi:10.3390/su13179952 · Cited by 10
“It might involve friendly or courteous behavior, such as politeness, thankfulness, smiling, and proper greeting [54].”
BackgroundCan Expressing Positivity Elicit Support for Negative Events? A Process Model and Review
Walsh, R. M., & Forest, A. L. (2020) · Personality and Social Psychology Review · doi:10.1177/1088868320961899 · Cited by 10
“A robust body of work examining positive expressivity’s effects outside of negative contexts suggests positive expressivity increases observers’ (or listeners’) positive mood states (e.g., Fowler & Christakis, 2008; Neumann & Strack, 2000; Pugh, 2001).”
BackgroundHolman, D. J., & Niven, K. R. (2019) · European Journal of Work and Organizational Psychology · doi:10.1080/1359432x.2019.1666105 · Cited by 18
“This suggests employees may shape the mood and performance of others through two simultaneous affect-related process, one related to interpersonal affect regulation and one related to emotional contagion (Pugh, 2001; Tsai et al., 2007).”
BackgroundEditorial: What Is the Role for Effective Pedagogy in Contemporary Higher Education?
Senior, C., Fung, D., Howard, C., & Senior, R. (2018) · Frontiers in Psychology · doi:10.3389/fpsyg.2018.01299 · Cited by 10
“There is a strong and respected body of evidence showing that a positive service encounter can indeed lead to a vast array of advantageous aspects such as customer loyalty, repeat patronage intentions and even positive word-of-mouth (e.g., Pugh, 2001; Caruana, 2002; Guenzi and Pelloni, 2004).”
BackgroundTravelers Satisfaction with Food and Beverage Services in Airports
del Chiappa, G., Giménez, M. N. S., & Zapata-Aguirre, S. (2017) · doi:10.1080/19368623.2017.1326866 · Cited by 10
Chung, H., & Park, S. (2016) · doi:10.17549/gbfr.2017.22.1.8 · Cited by 10
“Therefore, organizations attempt to improve their achievements through this process (Pugh, 2001).”
BackgroundKnossenburg, Y. L., Nogueira, R., & Chimenti, P. (2016) · ReMark - Revista Brasileira de Marketing · doi:10.5585/remark.v15i4.3385 · Cited by 10
“These conclusions relate to the Emotional Contagion Theory which claims that emotions and moods can be shared among people by exposing them to your own emotional state (Pugh, 2001).”
Emotional contagion between user and product recommendation virtual agent
Matsui, T., & Yamada, S. (2016) · IEEE International Symposium on Robot and Human Interactive Communication · doi:10.1109/roman.2016.7745257 · Cited by 10
“Pugh showed that a positive emotion contagion between customers and employees causes customers to evaluate service quality highly [11].”
BackgroundThe Relationship Between Emotional Labor Strategies, Service Provider Hostility, and Service Quality
Medler-liraz, H., & Seger-Guttmann, T. (2015) · doi:10.1080/15332969.2015.1048655 · Cited by 10
“Various studies have found that employees’ positive affective displays in service encounters have a positive effect on customers’ emotions and behaviors (Goodwin & Smith, 1990; Hochschild, 1983; Pugh, 2001).”
BackgroundThe importance of emotional display rules for employee well-being: A multi-group comparison
Ybema, J. F., & van Dam, K. (2014) · The Journal of Positive Psychology · doi:10.1080/17439760.2014.898319 · Cited by 12
“, 2007), and other positive outcomes will be obtained, such as increases in customers’ behavioral intentions and rated service quality (Pugh, 2001; Tsai, 2001; Tsai & Huang, 2002).”
BackgroundThe Process Mechanisms Linking Recruiter Positive Moods and Organizational Attraction
Chen, C., Hsu, C.-S., & Tsai, P.-S. (2013) · International Journal of Selection and Assessment · doi:10.1111/ijsa.12047 · Cited by 10
Philosophy, training and spirituality: a longitudinal, empirical study
Li, J.-M. (2012) · doi:10.1108/17506141211280272 · Cited by 10
“When the employees increase the workplace spirituality, they can realize the meaning of work more and be more passionate while facing the customers, which will influence the customers’ perceptions of SQ (Pugh, 2001).”
BackgroundEmotional contagion with virtual characters
Tsai, J., Bowring, E., Marsella, S., Wood, W., & Tambe, M. (2012) · Adaptive Agents and Multi-Agent Systems · doi:10.65109/nprk5710 · Cited by 10
“In the workplace, researchers have examined its influence on promoting employee efficiency and client happiness [12].”
Social Domains, Personality, and Interpersonal Functioning
Hill, J. W., Pilkonis, P., & Bear, J. (2012) · doi:10.1002/9781118001868.ch17 · Cited by 10
Dynamic Affect in Team Meetings
Lei, Z., & Lehmann‐Willenbrock, N. (2015) · Cambridge University Press eBooks · doi:10.1017/cbo9781107589735.020 · Cited by 12
“For example, studies showed that salespeople comply to these rules in order to keep an upbeat, enthusiastic expression with customers to encourage purchasing behavior (Pugh, 2001; Totterdell & Holman, 2003).”
BackgroundPabel, A., Naweed, A., Ferguson, S., & Reynolds, A. (2022) · Tourism Management Perspectives · doi:10.1016/j.tmp.2022.100989 · Cited by 9
Yudi, A., & Ruswanti, E. (2021) · Jurnal Manajemen Teori dan Terapan | Journal of Theory and Applied Management · doi:10.20473/jmtt.v14i2.27223 · Cited by 9
“Service failure can occur when customers have negative feelings, are not satisfied, or have an unpleasant experience when being served (Pugh, 2001).”
BackgroundWang, K. L., Nguyen, H., Johnson, A. M., & Groth, M. (2021) · Psychology and Marketing · doi:10.1002/mar.21567 · Cited by 12
Episodic Retail Settings: A Sustainable and Adaptive Strategy for City Centre Stores
Sundström, M., Lundberg, C., & Ziakas, V. (2021) · Sustainability · doi:10.3390/su13052482 · Cited by 9
“A dyadic approach combining these two perspectives has also been published, focusing the emotional contagion, also linked to emotional labour [95,96].”
BackgroundParkinson, B. (2019) · Cambridge University Press eBooks · doi:10.1017/9781108696234.009
Relationship Bonds and Service Provider’s Emotional Labor: Moderating Effects of Collectivism
Lee, M.-S., Han, S.-L., Hong, S., & Hyun, H. (2019) · Frontiers in Psychology · doi:10.3389/fpsyg.2019.00370 · Cited by 9
Human resource management in the hospitality and tourism sector
Burke, R. (2018) · doi:10.4337/9781786431370.00007 · Cited by 9
“The positive display of emotions by front-line service workers has been found to be associated with higher levels of customer satisfaction and perceptions of service quality (Pugh, 2001) and customer retention and satisfaction (Ashkanazy et al.”
BackgroundSimpson, A. V., Cunha, M. P. E., & Clegg, S. R. (2015) · Scandinavian Journal of Management · doi:10.1016/j.scaman.2015.03.001 · Cited by 11
“As predicted by emotional contagion theorists (Barger & Grandey, 2006; Barsade, 2002; Hatfield, Cacioppo, & Rapson, 1993; Pugh, 2001), the effects of receiving compassionate care during the Brisbane floods were contagious.”
BackgroundStore creativity mediating the relationship between affective tone and performance
Rego, A., dos Reis, D. R., Cunha, M. P. E., Stallbaum, G. M. D. J., & Neves, P. (2013) · Managing Service Quality · doi:10.1108/msq-02-2013-0026 · Cited by 12
“Through emotional contagion (Hatfield et al., 1994; Lin and Liang, 2011; Pugh, 2001), shared positive affect among store members may be absorbed by customers.”
BackgroundEmo-bin: How to recycle more by using emoticons
Berengueres, J., Alsuwairi, F., Zaki, N., & Ng, T. (2013) · IEEE/ACM International Conference on Human-Robot Interaction · doi:10.1109/hri.2013.6483615 · Cited by 9
Leading creative people: lessons from advertising guru Jacques Séguéla
Haag, C., & Coget, J.-F. (2010) · European Management Journal · doi:10.1016/j.emj.2010.05.007 · Cited by 9
Zampetakis, L. A., & Kafetsios, K. G. (2010) · Research on emotion in organizations · doi:10.1108/s1746-9791(2010)0000006006 · Cited by 9
“It is plausible that these signals may be of emotional nature and could change the emotional state of the receiver, thereby influencing his/her behavior (Pugh, 2001).”
BackgroundSegrin, C. (2006) · Journal of Social and Clinical Psychology · doi:10.1521/jscp.2006.25.8.833 · Cited by 9
“Other studies with strangers interacting in a business setting (Pugh, 2001) or laboratory group interaction (Barsade, 2002) have provided evidence of what clearly appears to be emotional contagion.”
BackgroundKundenorientiertes Personalmanagement als Schlüssel zur Kundenbindung
Stock-Homburg, R. (2010) · doi:10.1007/978-3-8349-6339-0_24 · Cited by 9
Xie, C., Zhu, J., Xie, Y., Yan, J., & Liang, C. (2025) · Journal of Consumer Behaviour · doi:10.1002/cb.70008 · Cited by 9
Emotional brightness and crowdfunding performance
Sitruk, J., Grodal, S., Suárez, F. F., & Dïbiaggio, L. (2024) · Research Policy · doi:10.1016/j.respol.2024.105094 · Cited by 11
Good Fun or Laughingstock? How CEO Humor Affects Infomediaries’ Social Evaluations of Organizations
Konig, A. S., Stöcklein, B., Hiller, N. J., Cooper, C. D., & Bong, D. (2024) · Academy of Management Review · doi:10.5465/amr.2020.0526 · Cited by 12
Yang, Y., Qin, Y., Wang, Z., & Sun, A. (2023) · Psychology Research and Behavior Management · doi:10.2147/prbm.s396775 · Cited by 8
Exploring the Social Influence of Virtual Humans Unintentionally Conveying Conflicting Emotions
Choudhary, Z., Norouzi, N., Erickson, A., Schubert, R., Bruder, G., & Welch, G. F. (2023) · IEEE Conference on Virtual Reality and 3D User Interfaces · doi:10.1109/vr55154.2023.00072 · Cited by 8
“In particular, displays of positive emotions often result in positive effects [44,47,58].”
BackgroundUnderstanding organization-customer links in a service setting in Russia
Ashill, N. J., Abu-Elsamen, A. A., Gibbs, T., & Semaan, R. W. (2022) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2022.102949 · Cited by 9
Ivanova, S., Treffers, T., Langerak, F., & Groth, M. (2022) · Entrepreneurship Theory and Practice · doi:10.1177/10422587221093295 · Cited by 6
“This is because the direct path is often conceptualized in terms of the emotional contagion effect (Barsade, 2002; Pugh, 2001).”
BackgroundSocial Aspects of Tourism Atmosphere and Emotional Contagion in Destinations
Kucukergin, K. G., & Dedeoğlu, B. (2019) · Advances in culture, tourism and hospitality research · doi:10.1108/s1871-317320190000016018 · Cited by 8
A Good Match? Offline Matchmaking Services and Implications for Gender Relations
Knudson, S. (2017) · Marriage & Family Review · doi:10.1080/01494929.2016.1247764 · Cited by 8
“Emotional labor, defined as paid work involving the management of feelings displayed toward customers in accordance with organizational expectations—and, here also, the broader expectations of gendered emotion management—(Guy & Newman, 2004; Hochschild, 1983; Pugh, 2001), is required in both matchmaking models through…”
BackgroundVlahou, C., Vanman, E., & Morris, M. (2011) · Journal of Applied Social Psychology · doi:10.1111/j.1559-1816.2011.00839.x · Cited by 8
Carrasco, H., Martínez-Tur, V., Peiró, J., García-Buades, E., & Moliner, C. (2011) · Psychologica · doi:10.14195/1647-8606_55_12 · Cited by 8
Der Zusammenhang zwischen Mitarbeiter- und Kundenzufriedenheit: Eine Metaanalyse
Gerpott, T. J., & Paukert, M. (2011) · German Journal of Human Resource Management Zeitschrift für Personalforschung · doi:10.1177/239700221102500108 · Cited by 12
The Benefits of Synchronized Genuine Smiles in Face-to-Face Service Encounters
Kim, K.-H., Eckhardt, M., Bugg, N., & Picard, R. W. (2009) · 2009 International Conference on Computational Science and Engineering · doi:10.1109/cse.2009.415 · Cited by 6
“Notable examples by Pugh and Tsai demonstrate that positive affect, smiling, and engaging eye contact can positively influence the customer’s experience (Pugh 2001; Tsai 2001).”
BackgroundLinking Employee Misbehavior to Consumer Satisfaction
Namasivayam, K., & Lin, I. Y. (2005) · Journal of Foodservice Business Research · doi:10.1300/j369v08n03_03 · Cited by 6
Erfolgsauswirkungen der marktorientierten Gestaltung des Personalmanagements
Stock, R. (2004) · Schmalenbach Journal of Business Research · doi:10.1007/bf03372736 · Cited by 15
From Bad to Worse: A Social Contagion Model of Organizational MisbehaviorPreprint
Ferguson, M. (2006) · SSRN Electronic Journal · doi:10.2139/ssrn.915945 · Cited by 8
“The organizational behavior literature incorporates it through related concepts such as social learning theory (Bandura, 1973, 1977), social information processing theory (Salancik & Pfeffer, 1978), and emotional contagion (Barsade, 2002; Kelly & Barsade, 2001; Pugh, 2001).”
Chen, R., & Yan, H. (2024) · Behavior and Information Technology · doi:10.1080/0144929x.2024.2361349 · Cited by 7
“Previous academic studies have revealed the phenomenon of emotional contagion within groups and organisations, manifested at multiple levels, including in terms of affective tone (Barsade 2002), emotional responses (Pugh 2001), and mimicry of body language (Dijksterhuis and Bargh 2001).”
Zihagh, F., Moradi, M., & Badrinarayanan, V. A. (2023) · Journal of Product & Brand Management · doi:10.1108/jpbm-06-2023-4553 · Cited by 7
Bojić, L. (2023) · Etnoantropološki problemi / Issues in Ethnology and Anthropology · doi:10.21301/eap.v18i2.11 · Cited by 7
How and why (imagined) online reviews impact frontline retail encounters
Marder, B., Angell, R., & Boyd, E. (2023) · Journal of Retailing · doi:10.1016/j.jretai.2023.03.004 · Cited by 7
Varela-Neira, C., Coelho, F., & Camoiras-Rodríguez, Z. (2023) · European Journal of Marketing · doi:10.1108/ejm-08-2021-0582 · Cited by 7
Xuan, Q. T., Van, M. D., & Tournois, N. (2022) · Journal of Human Resources in Hospitality & Tourism · doi:10.1080/15332845.2022.2031607 · Cited by 7
“In contrast to employee emotional labor, “employee inner emotion” refers to true emotion employees felt in the work environment (Pugh, 2001).”
BackgroundInfluentialRafaeli, A., Tov, G. B. Y., Ashtar, S., & Altman, D. (2020) · Research on emotion in organizations · doi:10.1108/s1746-979120200000016011 · Cited by 7
How hybrid HR systems affect performance in call centers
Story, J. S. P., & Castanheira, F. (2020) · Personnel Review · doi:10.1108/pr-01-2020-0054 · Cited by 7
Are All Smiles Perceived Equal? The Role of Service Provider’s Gender
Choi, S., Choi, C., & Mattila, A. (2020) · Service Science · doi:10.1287/serv.2019.0252 · Cited by 7
JOB SATISFACTION, EMOTION REGULATION, STRESS RELATIONS AND AGING
Yahyagil, M., & Ikier, S. (2020) · Öneri Dergisi · doi:10.14783/maruoneri.677301 · Cited by 7
Chang, C., Liu, L.-W., Huang, H.-C., & Hsieh, H. (2019) · Healthcare · doi:10.3390/healthcare7040159 · Cited by 10
Chiappa, G., Atzeni, M., & Loriga, S. (2019) · European Journal of Tourism Research · doi:10.54055/ejtr.v23i.396 · Cited by 7
“According to research on restaurant experience (e.g. Hurst, 1970; Pugh, 2001), this study highlights that cleanliness and comfort, staff responsiveness and courtesy and speed of service (Pratten, 2004) need to be considered as key attributes in shaping airport satisfaction with F&B services (Bogicevic et al.”
BackgroundEvans, J. M., Anderson, J. E., & Gilliland, S. W. (2018) · Social Justice Research · doi:10.1007/s11211-018-0310-0 · Cited by 6
Picard, K., Cossette, M., & Morin, D. (2018) · Canadian Journal of Administrative Sciences / Revue Canadienne des Sciences de l Administration · doi:10.1002/cjas.1413 · Cited by 7
Liu, Z., Yang, C., Peng, X., Sun, J.-W., & Liu, S. (2017) · 2017 International Conference of Educational Innovation through Technology (EITT) · doi:10.1109/eitt.2017.29 · Cited by 7
“Negative emotion, in particular, may spread faster and wider than positive emotion [4], which may lead to the dropouts and even academic failure during online learning.”
BackgroundTsai, W., & Chen, H. (2016) · European Journal of Work and Organizational Psychology · doi:10.1080/1359432x.2016.1276056 · Cited by 9
“These benefits include better service quality evaluation (Barger & Grandey, 2006; Pugh, 2001), improvement in customer willingness to return, and positive comments to friends (Tsai, 2001), and longer time spent by customers in store (Tsai & Huang, 2002).”
BackgroundMethodInfluentialEmotional Labour and Organizational Role Stress: A Study of Aircraft Employees
Waddar, M. S., & Aminabhavi, V. A. (2012) · Global Business Review · doi:10.1177/097215091201300302 · Cited by 7
Social Context Effects in the Display of Emotion: Accountability in a Simulated Organization1
Tunguz, S., & Carnevale, P. (2011) · Journal of Applied Social Psychology · doi:10.1111/j.1559-1816.2011.00768.x · Cited by 7
“There is a pragmatic element to this: Positive interactions between customers and employees can foster customer satisfaction, and this might enhance the likelihood that the organization will succeed (e.g., make money; Morris & Feldman, 1996, 1997; Pugh, 2001; Tsai, 2001).”
BackgroundInfluentialHow do service employee's attitudes influence customer perception of service quality?
Jiang, Y.-Z., Miao, M., & Chun, W.-D. (2009) · International Conference on Service Systems and Service Management · doi:10.1109/icsssm.2009.5174993 · Cited by 7
“During service encounters, the display of positive emotion by employees is positively related to customers' positive emotion following service encounters and to their evaluations of service quality [31].”
BackgroundAshkanasy, N. M. (2015) · Elsevier eBooks · doi:10.1016/b978-0-08-097086-8.22037-0 · Cited by 11
Affective Complementarity in Service Encounters
Giardini, A., & Frese, M. (2007) · management revue · doi:10.5771/0935-9915-2007-1-75 · Cited by 7
“Expressions of friendliness and sympathy elicit corresponding reactions, a phenomenon also found in service encounters (Barger/Grandey 2006; Pugh 2001).”
BackgroundInfluentialHärtel, C. E. J., & Panipucci, D. (2007) · Research on emotion in organizations · doi:10.1016/s1746-9791(07)03012-x · Cited by 2
Marković, S., Iglesias, O., Singh, J. J., & Sierra, V. (2015) · Journal of Business Ethics · doi:10.1007/s10551-015-2985-6 · Cited by 310
Lampe, H., & Vogel, D. (2025) · Local Government Studies · doi:10.1080/03003930.2025.2539953 · Cited by 6
“Affective reactions function through emotional contagion, where positive emotional framing effectively transfers positive feelings to the audience, thereby increasing approval (Hatfield, Cacioppo, and Rapson 1992; Pugh 2001).”
Duality of Workload in Teams: A Daily Investigation of Team Workload and Team Functioning
Liu, Y., Koopmann, J. M., Alterman, V., Wang, M., Liu, S., & Shi, J. (2024) · Journal of Management · doi:10.1177/01492063241289091 · Cited by 5
“Whereas some of these criteria—especially those requiring the regulation of emotion displays, such as customer service quality (Pugh, 2001)—are likely influenced by state depletion, others, such as routine maintenance of equipment, might be less relevant to depletion, rendering the nonsignificant…”
Tremblay, M. (2023) · Journal of Personal Selling & Sales Management · doi:10.1080/08853134.2023.2284638 · Cited by 6
“Furthermore, genuine emotional expressions by employees have been found to correlate positively with customers’ positive emotions (e.g. Pugh 2001; Söderlund and Rosengren 2008; Tsai and Huang 2002).”
How social roles shape interpersonal affect regulation at work
Groth, M., Bindl, U. K., Wang, K. L., & Kleef, G. A. V. (2023) · Organizational Psychology Review · doi:10.1177/20413866231208048 · Cited by 9
Widyastuti, M. T. (2022) · International Journal of Digital Entrepreneurship and Business · doi:10.52238/ideb.v3i2.93 · Cited by 3
Evans, J. M., Gilliland, S. W., & Anderson, J. S. (2022) · Journal of Business and Psychology · doi:10.1007/s10869-022-09833-z · Cited by 6
Linguistic racism in inter-culture service encounter
Malik, A. Z., & Paswan, A. K. (2022) · Journal of Consumer Marketing · doi:10.1108/jcm-03-2021-4545 · Cited by 11
Influence of emotions displayed by employees during service recovery
Sicilia, M., Caro-Jiménez, M. C., & Fernández-Sabiote, E. (2021) · Spanish Journal of Marketing-ESIC · doi:10.1108/sjme-07-2021-0146 · Cited by 6
Emotional Labor Training Typology for Basic Peace Officer Training Curricula
Miller-Fox, G. A. (2018) · Administrative Theory & Praxis · doi:10.1080/10841806.2018.1512322 · Cited by 7
“A good actor can improve business and generate repeat customers or in the case of a peace officer, deescalate volatile and dangerous situations (Grove & Fisk, 1997; Pugh, 2001).”
BackgroundInfluentialNam, S., & Shin, H.-C. (2017) · International Journal of Culture Tourism and Hospitality Research · doi:10.1108/ijcthr-08-2016-0086 · Cited by 8
Terblanche, N. (2016) · Service Business · doi:10.1007/s11628-015-0268-z · Cited by 6
“emotional display, which has important consequences for a firm because they are associated with customer satisfaction, is influenced by the emotional display of the service provider (Mattila and Enz 2002; Pugh 2001).”
BackgroundThe Effect of Mood on Performance in a Nonnormal Situation
Tehrani, M., & Molesworth, B. (2016) · Aviation Psychology and Applied Human Factors · doi:10.1027/2192-0923/a000090 · Cited by 6
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
