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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“Areas of research The effect of positive (Alloy and Abramson 1982; Isen and Baron 1991) and negative moods on work settings (George and Brief 1996) Mood congruent effects on memory (Forgas 1995) Customer care (Pugh, 2001; Kelly & Barsade, 2001); emotional labour effects on employees (Krumi & Geddes, 2000: 177-188); em…”
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“These positive facial expressions have been found to increase consumer ratings, satisfaction, willingness to revisit, and spending amounts (Barger & Grandey, 2006; Brown & Sulzer-Azaroff, 1994; Hennig-Thurau et al., 2006; Luong, 2005; Pugh, 2001; Tidd & Lockard, 1978; W.-C. Tsai, 2001).”
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“An employee’s positive expression can reduce the negative feelings of a customer through the emotional transmission of employees during the service process, and vice versa (Du, Fan, & Feng, 2011; Hennig-Thurau, Groth, Paul, & Gremler, 2006; Pugh, 2001).”
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“For example, through the condition of affective-motivation such engagement could be spread and transferred to other members of the organization (Pugh, 2001).”
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“When the workers presented positive emotions or got recognition from the clients, not only did their job performance improve (Pugh, 2001) but also their satisfaction toward the job was enhanced (Barger & Grandey, 2006).”
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“…hand, is a phenomenon most studied and most evident in humans: interacting with cheerful individuals or witnessing friendly third-party interactions leads to positive emotional states in bystanders as well as friendly behaviour towards others (Nook et al., 2016; Pugh, 2001; Schnall et al., 2009).”
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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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