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
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“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
The ripple effect: emotional contagion and its influence on group behavior
Barsade, S. G. (2002) · Administrative Science Quarterly · doi:10.2307/3094912 · Cited by 3,361
“…contagion process can work in the opposite direction as well: if a customer service worker is in a bad mood, he or she may transfer this negativity to the customer, leading the customer to feel dissatisfied, even if the employee was successful in the cognitive aspects of the encounter (Pugh, 2001).”
BackgroundGrandey, A. A. (2003) · Academy of Management Journal · doi:10.2307/30040678 · Cited by 2,285
Fowler, J. H., & Christakis, N. A. (2008) · BMJ · doi:10.1136/bmj.a2338 · Cited by 1,990
Why Does Affect Matter in Organizations?
Barsade, S. G., & Gibson, D. E. (2007) · Academy of Management Perspectives · doi:10.5465/amp.2007.24286163 · Cited by 1,323
“Research in this area has also been advanced by accentuating how the organizational context constrains or encourages emotion norms (e.g., employees showing positive emotions only during less busy times in convenience stores or banks; Pugh, 2001; Rafaeli & Sutton, 1990).”
BackgroundInfluentialThe relation between emotional intelligence and job performance: A meta-analysis
O'Boyle, E. H., Humphrey, R. H., Pollack, J. M., Hawver, T. H., & Story, P. A. (2011) · Journal of Organizational Behavior · doi:10.1002/job.714 · Cited by 1,122
“Emotional labor occurs when employees must alter their emotional expressions in order to meet the display rules of the organization (Ashforth & Humphrey, 1993; Diefendorff, Croyle, & Gosserand, 2005; Hochschild, 1979; Pugh, 2001; Rafaeli & Copyright # 2010 John Wiley & Sons, Ltd. J. Organiz.”
Background
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
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