Affective Service Display and Customer Mood

Luong, Alexandra

doi:10.1037/e518612013-405

Cited by 34 publications

(63 citation statements)

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“…Studies in the field by Pugh (2001) and Tsai (2001) measured the incidence of EC based on post-interaction indicators of consumer emotion, while others such as Luong (2005) and Hennig-Thurau et al (2006) researched EC in a laboratory setting. In contrast, the present study investigates the impact of customer emotion on service providers via EC, during emotionally charged complaint interactions.…”

Section: Emotional Contagionmentioning

confidence: 99%

“…Since Hochschild's (1983) "The Managed Heart", there has been sustained interest in the interactional, experiential and emotional aspects of service encounters; for example, the influence on performance, sales and consumer mood of service providers' emotional displays (Sutton and Rafaeli 1988;Tsai 2001;Grandey et al 2005;Luong 2005). This interest has led to a new field of research, which has integrated the psychological phenomenon of emotional transference or convergence, usually referred to as emotional contagion.…”

mentioning

confidence: 99%

“…Service providers' positive emotional displays are usually associated with corresponding consumer positive affect, thus there has been an emphasis on "service with a smile", as advocated by Pugh (2001) and more recently Luong (2005). However, while positive EC is recognized, there is potential for EC to occur between customers and service personnel when there are negative emotions involved, such as during complaint encounters.…”

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confidence: 99%

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The Influence of Angry Customer Outbursts on Service Providers' Facial Displays and Affective States

Dallimore

Sparks

Butcher

2007

Journal of Service Research

151

163

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This article explores the existence and extent of emotional contagion, as measured by facial displays and reported affective states, in a service failure event. Using video vignettes of customers complaining about a service failure as stimulus material, the authors measured the facial displays and affective states of service providers as proxies for emotional contagion. Following a two-step approach, service providers' facial expressions were first recorded and assessed, revealing that service providers' facial displays matched those of the angry consumer. Second, a mixed ANOVA revealed service providers reported stronger negative affective states after exposure to an angry complaint than prior to exposure. The results demonstrated that during a complaint situation, angry outbursts by consumers can initiate the emotional contagion process, and service providers are susceptible to “catch” consumer anger through emotional contagion. Implications for complaint management and future research are discussed.

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Section: Emotional Contagionmentioning

confidence: 99%

mentioning

confidence: 99%

mentioning

confidence: 99%

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The Influence of Angry Customer Outbursts on Service Providers' Facial Displays and Affective States

Dallimore

Sparks

Butcher

2007

Journal of Service Research

151

163

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“…According to Huang et al (2012), some studies have recognised that mood during the acquisition and consumption of the product or service can also have a significant influence on satisfaction judgments (Chartrand et al, 2006;Nawijn, 2010). Therefore, lower levels of satisfaction can be related to bad moods (Luong, 2005). Tourists with lower mood evaluations tended to have lower levels of satisfaction with tourism services.…”

Section: Moodmentioning

confidence: 99%

“…Moods do not interrupt ongoing thought processes and behaviours, but they do colour our day-today experiences (Luong, 2005). According to Huang et al (2012), some studies have recognised that mood during the acquisition and consumption of the product or service can also have a significant influence on satisfaction judgments (Chartrand et al, 2006;Nawijn, 2010).…”

Section: Moodmentioning

confidence: 99%

Measuring adolescents’ tourism satisfaction: The role of mood and perceived parental style

Shavanddasht

Schänzel

2018

Tourism and Hospitality Research

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Adolescents have become an attractive market for tourism because they represent a sizable population segment with an increasing influence on family purchases. There is an urgent need to understand adolescents̕ needs, motivations and role in the tourism industry, particularly the factors that may affect their tourism satisfaction. This study highlights the importance of adolescents' mood and the style in which they have been parented as under-researched factors affecting young people's tourism satisfaction. The focus of the study is Alisadr cave, a well-known tourist destination for families in Iran. In 2016, questionnaires were distributed to 360 tourists ranging in age from 11 to 18 years. Descriptive statistics, Pearson's correlation analysis and multiple regressions were run on the 354 useable responses. Results showed, firstly, that 60.2% of the respondents had high levels of satisfaction with mean scores above 3.5 for all items. Secondly, the dominant parenting style, as perceived by the adolescents, was authoritative. Finally, there was a significant and positive relationship between authoritative parenting style and positive mood in relation to adolescents' basic needs' satisfaction. Authoritarian parenting style and negative mood had a significant and negative relationship with the satisfaction of all three basic needs, namely autonomy, competence and relatedness. Permissiveness had a positive relationship with only two of the needs -autonomy and relatedness.

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Toward holistic frontline employee management: An investigation of the interplay of positive emotion displays and dress color

Bruder

Lechner

Paul

2021

Psychology and Marketing

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Frontline employees' visual appearance is important in many service industries.Positive emotion displays are especially crucial, as are esthetic displays such as dress color. However, emotion and esthetic displays have commonly been examined independently of each other in marketing research. We contribute to research and practice by drawing attention to customers' holistic perception of frontline employees, indicating that emotion displays and esthetic displays, such as dress color, are jointly processed. Across four experiments, we demonstrate that the effects of positive emotion displays on customer tipping and employee warmth can be amplified by using warm (vs. cold) dress colors. Drawing on emotions as social information theory, we show that this interaction is explained by a cognitive inferential (i.e., the perception of fit) and not by an affective pathway through positive affect.Our findings guide managers on how to choose dress colors to increase the beneficial effects of positive emotion displays.

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Affective Service Display and Customer Mood

Cited by 34 publications

References 0 publications

The Influence of Angry Customer Outbursts on Service Providers' Facial Displays and Affective States

The Influence of Angry Customer Outbursts on Service Providers' Facial Displays and Affective States

Measuring adolescents’ tourism satisfaction: The role of mood and perceived parental style

Toward holistic frontline employee management: An investigation of the interplay of positive emotion displays and dress color

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