Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms

• 成果类型: Article
• 署名作者: Barger, Patricia B.; Grandey, Alicia A.
• 署名单位: University System of Ohio; Bowling Green State University; Pennsylvania Commonwealth System of Higher Education (PCSHE); Pennsylvania State University; Pennsylvania State University - University Park
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/AMJ.2006.23478695
• 发表日期: 2006
• 页码: 1229-1238
• 关键词: FACIAL EXPRESSIONS; mood; determinants; personality; experience; duchenne; QUALITY; display; events; MODEL

摘要

Primitive emotional contagion has been proposed to explain why service with a smile predicts encounter satisfaction. We provide a comprehensive test of this mechanism by examining mimicry and mood as mediators in service encounters, contrasting such mediation with a direct path through perceived service quality. Independent coders recorded the strength of employees' and customers' smiles at three points in time during real service encounters, and 173 customers completed postencounter surveys. Mimicry effects were supported; however, only service quality appraisals, and not customers' affect, fully mediated the relationship of employee smiling and encounter satisfaction.