This Article Full Text (PDF) References Alert me when this article is cited Alert me if a correction is posted Citation Map Services Email this article to a friend Similar articles in this journal Alert me to new issues of the journal Add to Saved Citations Download to citation manager Request Permissions Request Reprints Add to My Marked Citations Citing Articles Citing Articles via HighWire Citing Articles via Google Scholar Google Scholar Articles by Luong, A. Search for Related Content Social Bookmarking                   What's this?

Affective Service Display and Customer Mood

University of Minnesota, Duluth, aluong{at}d.umn.edu

Using video-based stimuli to manipulate the affect displayed by service providers, this study examines participants’ moods after viewing friendly or neutral service, with emotional expressivity as a moderator. Results indicate higher positive moods and lower negative moods after viewing a friendly versus a neutral service display. Participants higher in emotional expressivity reported greater positive mood after viewing a friendly display. Participants’ moods were also examined in relation to service evaluations. Results indicate that preconsumption mood is not related to evaluations; however, increases in positive mood are related to higher evaluations, and increases in negative mood are related to lower evaluations.

Key Words: mood • customer service • emotional labor • affect

CiteULike    Connotea    Del.icio.us    Digg    Reddit    Technorati    What's this?

This article has been cited by other articles:

				K. S. Dallimore, B. A. Sparks, and K. Butcher The Influence of Angry Customer Outbursts on Service Providers' Facial Displays and Affective States Journal of Service Research, August 1, 2007; 10(1): 78 - 92. [Abstract] [PDF]