This article examines the impact of customers' moods (positive or negative) and various conditions of service excellence (positive, neutral, negative, or mixed) on recall, evaluation, and behavioral intentions regarding a service provider. Results indicate that mood plays a less significant role than the nature of the service encounter itself when it comes to individuals' cognitive, affective, and conative responses. Furthermore, it appears that encounters containing positive aspects have the potential to overcome a negative mood state that customers may bring to a service interaction. A number of managerial implications are also noted. These include recommendations that services managers (a) pay close attention to service quality; (b) realize that performing well on some dimensions of the service encounter may overcome poor performance on others; (c) work to create more neutral rather than positive mood-evoking conditions in their customers; and (d) actively promote the positive aspects of service encounters to their customers.Despite the efforts that services marketers make to ensure a good service experience for their customers, a question arises from the mood literature as to what impact an exogenous variable such as mood may have on evaluation of service quality. In her comprehensive review of mood states and consumer behavior, Gardner (1985) noted that consumers' moods may affect their memory processes, evaluation, and behavioral responses toward a variety of marketing phenomena, including service encounters. She also recognized that empirical investigation into the magnitude of moods' effects in the context of service encounters was needed. Since that time, mood's affect on consumer decision making has received considerable attention across a wide variety of consumptive applications (e.g., Batra and